JP7272097B2 - Communication system, terminal device, communication method, program - Google Patents

Description

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

2. Description of the Related Art With the spread of the Internet, it has become common for advertisers such as companies to display advertisements for their own products and services in advertisement slots on websites. A user who visits a website clicks or taps an advertisement of interest and accesses the company's landing page embedded in the advertisement. Furthermore, the user registers as a member or applies for a campaign on the landing page.

Advertisers refer to indicators that measure the effectiveness of their ads, such as the click-through rate and conversion rate of the displayed ads, and evaluate what kind of ads are most effective in which mediums, and then place their next ad. (see, for example, Patent Document 1). Patent Literature 1 discloses a technique for evaluating advertising effectiveness in real time on the side of an advertiser without relying on an advertising agency.

However, the conventional technology has a problem that it is impossible to make use of the interest in the advertisement of the person who sees the advertisement in the customer service. For example, communication systems are known in which operators serve users via networks, and communication systems presenting various advertisements to users for use in sales promotion are being studied. However, even if a user clicks on an advertisement, which advertisement the user is interested in is not utilized during customer service.

SUMMARY OF THE INVENTION In view of the above problems, it is an object of the present invention to provide a communication system and the like that can make use of the interest of a user who has seen an advertisement for customer service.

In view of the above problems, the present invention communicates with a first terminal device and a second terminal device via a network , and provides information on the degree of interest of the user of the second terminal device in the displayed advertisement to the first terminal device. wherein the second terminal device is notified by the first terminal device that the user of the first terminal device has put the communication on hold, and displays while on hold transmitting information about the interest level of the user of the second terminal device to the advertised advertisement to the first terminal device, and the first terminal device, based on the information about the interest level , It is characterized in that the degree of interest of the user of the second terminal device viewing the advertisement is displayed in real time.

It is possible to provide a communication system that can make use of the user's interest in the advertisement after viewing the advertisement in serving the user.

FIG. 2 is a diagram illustrating an outline of control of peripheral devices in a communication system; 1 is a schematic configuration diagram of an example of a communication system; FIG. 3 is a hardware configuration diagram of an example of a terminal device; FIG. 1 is a hardware configuration diagram of an example of a management system; FIG. 3 is a software configuration diagram of an example of a terminal device; FIG. 1 is a functional block diagram of an example of a terminal device included in a communication system and a management system; FIG. 3A and 3B are diagrams illustrating examples of a destination management DB, a presence management DB, and a destination management DB; FIG. It is a figure which shows an example of advertisement data management DB, advertisement management DB, and terminal state management DB. FIG. 10 is a sequence diagram showing an example of processing for a terminal device to log into a management system; It is a figure which shows an example of a reception screen. FIG. 10 is a sequence diagram showing an example of processing for transmitting presence information; FIG. 10 is a flow diagram showing an example of processing for managing presence for each feature; FIG. 10 is a sequence diagram showing an example of processing for starting communication; FIG. 10 is a diagram showing an example of a feature list screen displayed when the presence management table is in the state of Table 2; FIG. 11 is a sequence diagram showing an example of processing for updating the destination of a call start request; FIG. 4 is a sequence diagram showing an example of processing for establishing communication between terminal devices; FIG. 10 is a diagram showing a display example of a message; It is an example of the sequence diagram explaining the process which a communication system performs when an operator puts on hold customer service. It is a figure explaining an operator's operation at the time of suspension. FIG. 10 is an example of a flowchart illustrating processing performed by a terminal device of a guest; It is an example of the flowchart figure explaining the process which an operator's terminal device performs. It is a figure which shows an example of the advertisement screen which the terminal device which a guest operates displays. It is a figure explaining the degree-of-interest screen which the terminal device operated by an operator displays (part 1). It is an example of the degree-of-interest screen displayed when the terminal device operated by the operator receives the degree-of-interest data (No. 2). It is an example of the degree-of-interest screen displayed when the terminal device receives degree-of-interest data (No. 3). FIG. 26 is an example of a flowchart showing a procedure for the interest degree display unit to display the interest degree screen of FIG. 25; It is a figure explaining the display method of the degree-of-interest screen using a line-of-sight direction. It is a figure which shows an example of the advertisement management table with which the number of votes was matched with every tag. It is an example of the degree-of-interest screen displayed when the terminal device operated by the operator receives the degree-of-interest data (No. 4). FIG. 10 is an example of a flowchart showing a procedure for a terminal device operated by a guest to measure the number of votes of each tag. FIG. 30 is an example of a flowchart showing a procedure for displaying the interest level screen of FIG. 29 by the interest level display unit; It is a figure which shows an example of the heat map superimposed and displayed on the individual advertisement page. It is a figure which shows an example of the advertisement which a terminal device displays during reception, and an interest level.

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

EMBODIMENT OF THE INVENTION Hereinafter, it demonstrates, referring drawings for the form for implementing this invention.

<Outline of overall operation>
FIG. 1 is a diagram for explaining an overview of the provision of advertisements and the measurement of the customer's degree of interest in advertisements in a communication system 100 of the present embodiment. In FIG. 1, a teleconference is being held between two terminal devices 10 and 70 . The terminal device 10 is assumed to be placed in a call center, and the terminal device 70 is assumed to be placed in a store. The terminal device 10 is operated by the operator a, and the terminal device 70 is operated by the guest g who has visited the store. A web camera 101 and a document camera 102 are connected to the terminal devices 10 and 70 . A touch panel 190 is connected to the terminal device 70 so that the guest g can handwrite information.

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

(2) When the operator a leaves his seat to look for materials, for example, the operator a presses the hold button. FIG. 1(b) shows a screen displayed on the terminal device 10, 70 while the call is on hold. By pressing the hold button, the terminal device 70 displays the advertisement screen 501 . The guest g can operate the advertisement screen 501 to view details of any advertisement that interests him/herself. By displaying the advertisement screen 501 on the terminal device 70, the shop side can advertise products and services, and the state of the call center while the operator A is away from the terminal device 10 can be prevented from being displayed. can be suppressed.

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

In this way, the communication system 100 of the present embodiment distributes advertisements to stores while customer service is on hold, measures the user's degree of interest in advertisements based on operations on the advertisements, and provides the results to the call center in real time. As will be described later, the degree of interest displayed on the degree-of-interest screen 601 is visualized, and the operator a can easily grasp how much interest the guest g has shown in which advertisement. Therefore, the operator a can serve customers by immediately reflecting advertisements that the guests are interested in. Since the measurement result of the degree of interest can be immediately reflected, the time when the operator a is temporarily away from the desk (the time when the operator is not serving customers) can be effectively utilized.

<Terms>
Suspending is a process of suspending the transmission and reception of part or all of video or audio while maintaining the communication session.
・Operator a interrupts video and audio transmission. The video and audio on the guest side are transmitted by the guest side, so in principle the operator a side can receive them. Exceptionally, operator a may be able to operate so as not to receive video and audio from the guest side. The terminal device 10 on the operator a side displays an interest level screen 601 .
・Continue transmission of video and audio from the guest side. Audio-only transmission may continue. Since the operator a side does not send video and audio, the guest side does not receive them either. The terminal device 70 on the guest side displays an advertisement screen 501 .

Advertisement is the act of publicizing a product or service to attract people's attention. Or data for that purpose. Advertisements displayed by the terminal device 70 at the store are mainly related to products or services handled at the store. For example, in the case of a travel agency, the terminal device 70 displays a travel advertisement. However, the advertisements displayed by the terminal device 70 at the store are not limited to those related to the products or services handled at the store. For example, a travel agency may present advertisements for cosmetics. In this case, the travel agency can obtain loyalty from the cosmetics company, and the operator can grasp which cosmetics are interested in, and can expand the conversation and relate to the products and services handled by the store to serve customers. .

<System configuration example>
FIG. 2 is a schematic configuration diagram of an example of the communication system 100 of this embodiment. The communication system 100 of this embodiment includes a plurality of terminal devices 10 and 70 installed at each site, one or more relay devices 30, and one or more management systems 50, as shown in FIG. Here, a base is a place that serves as a basis for activities. The installation location of the terminal devices 10 and 70 or the location of the user is the base. FIG. 2 shows three locations (call center 8, store 7X, and store 7Y).

Terminal devices 10a to 10d are arranged at call center 8, terminal device 70x is arranged at store 7X, and terminal device 70y is arranged at store 7Y. The number of terminal devices 10 and 70 is not limited to the illustrated number. An arbitrary terminal device among the plurality of terminal devices 70x and 70y is denoted as "terminal device 70", and an arbitrary terminal device among the plurality of terminal devices 10a to 10d is denoted as "terminal device 10". An arbitrary store among the plurality of stores 7X and 7Y is referred to as "store 7".

The call center 8 is a department that responds to inquiries from guests. A person who responds to an inquiry at the call center 8 is referred to as an operator a in this embodiment. They may also be called concierges, facilitators, instructors, or advisors. Also, the store 7 is a facility for conducting business. Actual products or service pamphlets are placed for guests to visit. For example, travel agencies, banks, clinics, etc. can be considered, but any facility visited by the user may be used. A guest visiting the store 7 operates a terminal device 70 arranged in advance to start a teleconference with the terminal device 10 of the call center 8 . This makes it possible to minimize the number of store clerks permanently stationed at the store 7, and to have teleconferences between highly specialized store clerks and guests from various locations.

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

The terminal devices 10 and 70 may be general information processing devices such as PCs (Personal Computers). Application software for operator a is installed in the terminal device 10 , and application software for guests is installed in the terminal device 70 . Therefore, the attribute information of each terminal device 10, 70 is determined by the application software. Attribute information is information indicating what kind of user the user of the terminal device is. For example, it is known whether it is guest g or operator a. Also, the attribute information may be stored by the application software, may be stored by the terminal device, or may be input by the user or the like. If the application software stores it, it can be said that it is the attribute information of the application software.

Since the terminal devices 10 and 70 are general information processing devices, they can execute software such as presentation software and browser software in addition to application software for video conferences. The terminal devices 10 and 70 are PCs, tablet terminals, smart phones, PDAs (Personal Digital Assistants), and the like. However, it is sufficient if the application software can be executed. For example, it may be a car navigation device, a television receiver, a digital signage terminal, an electronic blackboard, a projector, or the like. Also, the terminal devices 10 and 70 do not have to be the same type of information processing device.

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

The communication system 100 of this embodiment will be described as being applied to a video conference. However, communication system 100 also applies to communication systems or data communication systems. The communication system 100 also includes a data providing system that transmits image data or audio data in one direction from one terminal device 10 to a plurality of terminal devices 10 via a server. Teleconference is sometimes called video conference. In addition to teleconferencing, remote conference, remote consultation, remote consulting, etc. may also be called.

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

In the communication system 100 of the present embodiment, a plurality of terminal devices 10 and 70 transmit and receive image data (including still images and moving images; also referred to as video data) and audio data via the relay device 30. conduct. At this time, a management information session for transmitting/receiving various kinds of management information is established between the terminal devices 10 and 70 via the management system 50 . A data session for transmitting and receiving image data and audio data is established between the plurality of terminal devices 10 and 70 via the relay device 30 . Here, in particular, the image data transmitted and received in the data session is scalably encoded encoded data. For example, high quality video encoded data, medium quality video encoded data, low quality video encoded data Encoded data is transmitted and received on separate channels.

As a video conference function, the terminal devices 10 and 70 transmit image data captured by a camera (imaging device), audio data collected by a microphone, and material data used for explanations and the like via the relay device 30. There is a function of transmitting to the terminal devices 10 and 70 of other bases participating in the . Furthermore, handwritten information can also be transmitted to terminal devices 10 and 70 at other bases. It also has a function of displaying image data, material data, and handwritten information received from terminal devices 10 and 70 at other bases on a display and outputting received audio data from a speaker. Image data, material data, handwritten information, and voice data may be collectively referred to as content data or one or more of them may be referred to as content data.

When the videoconference starts, terminal devices 10 and 70 transmit image data, audio data, material data, and handwritten information to relay device 30, and relay device 30 communicates with other terminals participating in the videoconference. Image data, audio data, document data and handwritten information are transmitted to the device. Also, the terminal devices 10 and 70 receive image data, audio data, material data, and handwritten information from the other terminal device 10 via the relay device 30 .

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

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

<Hardware configuration example>
FIG. 3 is a hardware configuration diagram of an example of the terminal devices 10 and 70. As shown in FIG. As shown in FIG. 3, the terminal devices 10 and 70 include a CPU 701 that controls the overall operation of the terminal device, a ROM (Read Only Memory) 702 that stores programs, a RAM 703 that is used as a work area for the CPU 701, a CPU 701 HDD (Hard Disk Drive) 704 for reading or writing data according to the control of, media I / F 707 for controlling reading or writing (storage) of data to a recording medium 706 such as a flash memory, and subject according to the control of the CPU 701 are provided to obtain image data.

The HDD 704 stores an operating system (OS) executed by the CPU 701, other programs, and various data. Also, the cameras 712a and 712b are charge-coupled devices that convert light into electric charge and digitize the image of the subject. The cameras 712a, 712b may be CMOS (Complementary Metal Oxide Semiconductor) sensors or CCD (Charge Coupled Device) sensors. There may be three or more cameras 712a, 712b. An arbitrary camera out of the cameras 712a and 712b is called a "camera 712".

Further, the terminal devices 10 and 70 communicate with the nearest base station 2a using a microphone 714 that converts sound into a sound signal, a speaker 715 that converts a sound signal into sound, an antenna 711a, and a wireless communication signal using this antenna 711a. A communication unit 711 that performs communication, a display 720 such as a liquid crystal or organic EL that displays an image of a subject and various icons, etc., is placed on the display 720 and is composed of a pressure-sensitive or electrostatic panel, and a finger, a touch pen, etc. A touch panel 721 for detecting a touch position on a display 720 by touching with a touch panel, and a bus line 710 such as an address bus and a data bus for electrically connecting the above units.

Also, although one microphone 714 and one speaker 715 are shown in FIG. 3, two or more microphones 714 and two or more speakers 715 may be provided.

FIG. 4 is a hardware configuration diagram of an example of the management system 50. As shown in FIG. The management system 50 includes a CPU 201 that controls the overall operation of the management system 50, a ROM 202 that stores programs such as an IPL (Initial Program Loader) used to drive the CPU 201, a RAM 203 that is used as a work area for the CPU 201, HD 204 that stores various data such as programs, HDD 205 (Hard Disk Drive) that controls reading or writing of various data to the HD 204 under the control of the CPU 201, data reading or writing (storage) to a recording medium 206 such as a flash memory , a display 208 that displays various information such as cursors, menus, windows, characters, or images, a network I/F 209 for data communication using the communication networks 1 and 2, characters, numerical values , a keyboard 211 having a plurality of keys for inputting various instructions, a mouse 212 for selecting and executing various instructions, selecting an object to be processed, moving a cursor, etc., and a CD- as an example of a removable recording medium. A CD-ROM drive 214 that controls reading or writing of various data to a ROM 213 (Compact Disc Read Only Memory), and an address bus for electrically connecting the above components as shown in FIG. A bus line 210 such as a data bus is provided.

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

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

FIG. 5B is a software configuration diagram of the terminal device 70 according to one embodiment. Guest application software A7 is installed in the terminal device 70 . As shown in FIG. 5B, the OS 1020 and the guest application software A7 operate on the work area 1010 of the RAM703. Of these, the OS 1020 is basic software that provides basic functions and manages the terminal device 70 as a whole. The guest application software A7 is an application for communicating with other terminal devices 10 and 70 .

However, the application software A7 for guest is limited in function with respect to the application software A1 for operator a. This is because of the design policy that, in principle, the operation is performed by the operator a, and the guest should perform only the minimum operations. As an example, the operations that a guest can perform are as follows.
1. Pressing the call button of the operator a2. volume control of speaker 715;3. Switching between display and non-display of image of one's own base Therefore, the operator a also switches from being served to being on hold, or from being on hold to being served.

Communication protocols for application software include (1) SIP (Session Initiation Protocol), (2) H.323, (3) extended SIP protocol, (4) instant messenger protocol, and (5) SIP MESSAGE. Protocols using methods, (6) Internet relay chat protocols (IRC (Internet Relay Chat)), and (7) protocols expanded from instant messenger protocols are included. Of these, (4) instant messenger protocol is, for example, (4-1) XMPP (Extensible Messaging and Presence Protocol), or (4-2) ICQ (registered trademark), AIM (registered trademark), or Skype (registered trademark) trademark), etc. (7) A protocol obtained by extending the instant messenger protocol is, for example, Jingle.

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

<< Functional configuration of the terminal device >>
The functions of the terminal device 10 used by the operator a of the call center 8 and the terminal device 70 used by the guest visiting the store 7 will be described below. This difference in function is due to the difference in application software. However, the terminal device of the call center 8 and the terminal device of the store 7 may run the same application software, and the functions may be different by preparing an operation that can be performed only by the operator a by authentication.

Terminal device of call center The terminal device 10 of the call center 8 includes a transmission/reception unit 11, an operation input reception unit 12, an activation unit 13, an attribute information transmission unit 14, an attribute information reception unit 15, an image output unit 16, an imaging unit 17, and an audio output. It has a unit 18 , a voice acquisition unit 19 , a terminal identification unit 20 , an interest level data reception unit 21 , an interest level display unit 22 , and a storage/read processing unit 29 . Each of these units is a function realized by any one of the components shown in FIG. or means.

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

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

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

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

The activation unit 13 activates the terminal device 10 when the power is turned on. For example, IPL is executed to read the application software A1 for the operator a from the storage unit 1000 and transfer it to the RAM 703 in FIG. Further, the activation unit 13 causes the CPU 701 to execute the application software A1 for the operator a, thereby performing processing such as logging the terminal device 10 into the management system 50 .

The attribute information transmission unit 14 transmits the attribute information (operator a) stored in the storage unit 1000 to the other terminal devices 70 participating in the video conference via the transmission/reception unit 11 . If the terminal device 70 is an instruction from the operator a, it becomes possible to determine whether or not to accept the control of the peripheral device.

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

Image output unit 16 performs control for sending image data, material data, and handwritten information transmitted from relay device 30 to display 720 . The image output unit 16 also causes the display 720 to display a communication screen on which image data, material data, or handwritten information is displayed.

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

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

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

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

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

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

The storage/read processing unit 29 stores various data in the storage unit 1000 and reads out various data stored in the storage unit 1000 .

Terminal Device of Store The terminal device 70 of the store 7 includes a transmission/reception unit 71, an operation input reception unit 72, an activation unit 73, an attribute information transmission unit 74, an image output unit 75, an imaging unit 76, an audio output unit 77, and an audio acquisition unit. 78 , state management unit 79 , transmission control unit 80 , advertisement data reception unit 81 , advertisement display unit 82 , operation information transmission unit 83 , line-of-sight direction detection unit 84 , and storage/read processing unit 89 . In these explanations, differences from the terminal device 10 for call centers are mainly explained.

The status management unit 79 is realized by a command from the CPU 701 and manages the status of destination candidates based on the presence information sent from the terminal device 10 .

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

The advertisement data receiving section 81 receives advertisement data from the management system 50 . The advertisement data to be transmitted is determined by operator a's settings, as explained in FIG. With this setting, it is also possible to automatically select based on the attributes of the guest g (age, gender, travel destinations, etc. extracted from a questionnaire or past travel history).

When the state managed by state management unit 79 is pending, advertisement display unit 82 displays advertisement screen 501 including the advertisement data received by advertisement data reception unit 81, prior to the communication screen output by image output unit 75. displayed on the display 720 . When the status managed by status management unit 79 is no longer pending (returns to customer service), advertisement display unit 82 ends displaying advertisement screen 501 , and image output unit 75 displays a communication screen on display 720 .

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

The line-of-sight direction detection unit 84 detects the line-of-sight direction of the guest g. It is assumed that a known method is used for detecting the line-of-sight direction. For example, the line-of-sight direction detection unit 84 detects a reference point and a moving point from the imaging range of the eyes of the image data showing the face of the guest g, and recognizes the line-of-sight direction based on the relative positions of the reference point and the moving point. . For example, there is a method of selecting the inner corner of the eye as the reference point and the iris as the moving point, and a method of selecting the corneal reflection as the reference point and the pupil as the moving point. When corneal reflection is used as the reference point, a point light source such as infrared light is irradiated.

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

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

FIG. 7A shows an example of a destination management table stored in the destination management DB 7001. FIG. In the destination management table, the communication ID of the terminal device 10 of the operator a who is a destination candidate, the presence indicating the state of the destination candidate, and the characteristic information indicating the characteristics of this destination candidate are associated and managed. A communication ID is information for specifying a communication destination in the communication system 100 . The communication ID is not particularly limited, but includes, for example, identification information of the terminal devices 10 and 70, identification information of users of the terminal devices 10 and 70, accounts, and the like. The details of presence will be described later.

FIG. 7B is a conceptual diagram showing a presence management table stored in the presence management DB 7002. As shown in FIG. In the presence management table, characteristic information indicating the characteristic of a destination candidate, a presence obtained by integrating each presence of each destination candidate with that characteristic, a communication ID of the terminal device 10 of the presence "Online" that can be communicated among the destination candidates with that characteristic, And the communication ID of the terminal device 10 of the presence "Chat" during the call among the destination candidates of the feature is associated and managed. Note that the process of integrating each presence of each destination candidate and generating a characteristic presence will be described later.

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

<Functional configuration of management system>
Returning to FIG. 6, description will be made. The management system 50 includes a transmission/reception unit 51 , an authentication unit 52 , a management unit 53 , a session control unit 54 , an interest level data transmission unit 55 , an interest level aggregation unit 56 , an advertisement data distribution unit 57 , and a storage/read processing unit 59 . are doing. Each of these units is a function realized by the operation of any one of the components shown in FIG. be. The management system 50 also has a storage unit 5000 constructed by the HD 204 . Further, in the storage unit 5000, each DB is constructed by each table as shown below.

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

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

FIG. 8A is a conceptual diagram showing an advertisement data management table stored in the advertisement data management DB 5003. FIG. The advertisement data management DB 5003 is a database in which advertisement data distributed as advertisements is registered. In the advertisement data management table, items such as advertisement name, domestic/foreign country, region, and tag are associated with advertisement IDs and managed. The advertisement data management DB 5003 manages, for example, advertisements for tours, packages, accommodations, tourist attractions, and the like. The advertisement data management DB 5003 may not be held by the management system 50, but may be provided by another server.

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

FIG. 8C is a conceptual diagram showing a state management table stored in the terminal state management DB 5005. As shown in FIG. The terminal state management DB 5005 manages the state of being served or on hold for each session. In the state management table, operator communication IDs, guest communication IDs, and either service or hold are associated and managed.

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

The authentication unit 52 is implemented by a command from the CPU 201, searches the authentication management table using the communication ID and password received by the transmission/reception unit 51 as a search key, and the same communication ID and password are managed in this authentication management table. The terminal is authenticated by determining whether the terminal is

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

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

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

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

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

The storage/read processing unit 59 is realized by a command from the CPU 201 and the HDD 205, or is realized by a command from the CPU 201, stores various data in the storage unit 5000, and extracts various data stored in the storage unit 5000. or process.

<Processing and operation of communication system>
Next, a process for the terminal devices 10 and 70 to log in to the management system 50 will be described with reference to FIG. FIG. 9 is a sequence diagram showing an example of processing for the terminal devices 10 and 70 to log into the management system 50. As shown in FIG.

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

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

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

Next, the authentication unit 52 of the management system 50 searches the authentication management table shown in FIG. Authentication is performed by determining whether the same communication ID and password are managed in the table (step S4).

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

The transmitting/receiving unit 51 of the management system 50 transmits the authentication result information indicating the authentication result by the authentication unit 52 to the terminal device 70 that requested the login via the communication networks 1 and 2 (step S6). Thereby, the transmitting/receiving unit 71 of the terminal device 70 receives the authentication result information. A case where authentication of the terminal devices 70X and 70Y, which are login request sources, is successful and the terminal devices 70X and 70Y log in to the management system 50 will be described below.

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

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

FIG. 10 is a diagram showing an example of a reception screen. The reception screen 140 has columns 141 and 142 for receiving input of a communication ID and a password, and, as a feature of the operator a, there are options 143 of countries or regions that can be handled as an explanation of the travel destination and check boxes 144 for selection. include. When the operator a selects a country or region that can be handled and performs an operation of pressing the OK button 145 on the reception screen 140, the operation input reception unit 12 receives the input of the characteristics of the operator a (step S13-1 ).

The storage/read processing unit 29 causes the storage unit 1000 to store feature information corresponding to the selected feature. Hereinafter, it is assumed that the feature information corresponding to the features "Hawaii, Guam, Singapore, China, Hong Kong, Australia, Malaysia" is "hw, gm, sg, ch, hk, at, my" respectively.

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

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

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

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

When one of the above events occurs in the terminal device 10 a (step S<b>21 ), the storage/read processing section 29 reads the characteristic information from the storage section 1000 . The feature information read out corresponds to features such as "Hawaii, Guam, Singapore" input by the operator a who is the user of the terminal device 10a at the time of login on the reception screen 140 of FIG. The transmission/reception unit 11 of the terminal device 10a includes the presence indicating the state after the transition due to the occurrence of the event in step S21, the feature information read from the storage unit 1000, and the communication ID "O01" of the terminal device 10a that is the transmission source. The presence information is transmitted to the management system 50 (step S22). For example, when the terminal device 10 a receives the authentication result information in step S<b>16 , the terminal device 10 a transmits presence information including the presence “Online” to the management system 50 . Further, the terminal device 10 a transmits presence information including the presence “Offline” to the management system 50 when the logout request is accepted. In addition, the terminal device 10 a transmits presence information including the presence “Chat” to the management system 50 when communication with the terminal device 70 is established. Note that if the feature information is not updated after the feature information is recorded in the storage unit 1000 in step S13-1, the terminal device 10a sends presence information including the same feature information to the management system 50 every time an event occurs. Send.

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

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

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

Next, processing for managing the presence for each feature will be described with reference to FIG. 12 . FIG. 12 is a flow diagram showing an example of processing for managing presence for each feature. Hereinafter, assuming that the guest side requests the operator a side to make a call, the operator a side is referred to as a destination candidate. If the destination candidate operator a selects a plurality of features (for example, "Hawaii, Guam, Singapore") in step S13-1, the destination candidate belongs to a plurality of feature groups. The feature presence "Online" indicates that one of the destination candidates of this feature is a presence "Online" that allows communication with one of the destination candidates. The feature presence "Chat" indicates that none of the destination candidates in this feature group is in the presence "Online" state, and one or more destination candidates with the presence "Chat" during a call are included.

The feature presence "Offline" indicates that any of the candidate destinations of this feature have the presence "Offline". The processing of the terminal device 70x will be described below, but the terminal device 70y can also execute similar processing.

In steps S26, S36, and S46, every time the presence of the destination management table shown in FIG. , and feature information is acquired (step S51).

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

As an example, the following describes processing when the presence information "Online, (hw, gm, hk), O01" is transmitted from the terminal device 10a to the terminal device 70x, and the information is acquired in step S51 ( Online in step S52).

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

If it is determined that the communication ID "O01" obtained in step S51 is not included in the available communication ID field in the presence management table (NO in step S53), the state management unit 79 sets the available communication ID field, the acquired communication ID "O01" is added (step S54).

When the process of step S54 is completed, or when the determination of step S53 is YES, the status management unit 79 of the terminal device 70x determines the communication ID during a call in the record in which the feature information "hw" is recorded in the presence management table. Browse fields. Accordingly, the state management unit 79 determines whether or not the communication ID "O01" obtained in step S51 is included in the communication ID field during a call (step S55).

If it is determined that the communication ID "O01" obtained in step S51 is included in the communication ID field in the presence management table (YES in step S55), delete the communication ID (step S56). By the processing up to this point, the feature information "hw" of the presence management table is changed to "Online" from "Chat" or from "Offline" to "Online" on the terminal device 10a side. In the recorded record, the communication ID of the terminal device 10a is recorded only in the callable communication ID field.

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

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

Since the feature information "hw, gm, hk" has been acquired in step S51, the state management unit 79 performs loop processing for each record in which the feature information "gm, hk" is recorded in the presence management table. update to When the loop processing is completed, the presence management table in FIG. 7(b) is updated as shown in Table 1.

続いて、端末装置１０ａから端末装置７０ｘへ、プレゼンス情報「Ｃｈａｔ，（hw，gm，hk），Ｏ０１」が送信され、ステップＳ５１でこれらのプレゼンス情報が取得されたときの処理について説明する（ステップＳ５２のＣｈａｔ）。

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

First, the loop processing for updating the record in which the characteristic information “hw” is recorded in the presence management table will be described. The state management unit 79 of the terminal device 70x refers to the available communication ID field in the record in which the feature information "hw" is recorded in the presence management table (see Table 1). Accordingly, the state management unit 79 determines whether or not the communication ID "O01" acquired in step S51 is included in the available communication ID field (step S63).

If it is determined that the communication ID "O01" acquired in step S51 is included in the available communication ID field in the presence management table (YES in step S63), delete the communication ID (step S64).

When the process of step S64 is completed, or when NO is determined in step S63, the state management unit 79 of the terminal device 70x, among the presence management table (see Table 1), the Refers to the Communication ID in Call field. Accordingly, the state management unit 79 determines whether or not the communication ID "O01" obtained in step S51 is included in the communication ID field during a call (step S65).

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

When the process of step S66 is completed, or when the determination of step S65 is YES, the state management unit 79 of the terminal device 70x selects a Refer to the Callable Communication ID field. Accordingly, the state management unit 79 determines whether or not the number of communication IDs recorded in the callable communication ID field in the record in which the feature information "hw" is recorded is 0 (step S67).

If the number of communication IDs recorded in the available communication ID field in the record in which the feature information "hw" is recorded is 0 (YES in step S67), the state management unit 79 determines that the feature information "hw" is Update the presence of the feature in the recorded record to "Chat" (step S68).

If the number of communication IDs recorded in the available communication ID field in the record in which the feature information "hw" is recorded is not 0 (NO in step S67), the state management unit 79 determines that the feature information "hw" is Do not update feature presence in recorded records. That is, when a communication ID is recorded in the field of communication ID that can be communicated in the record in which the feature information "hw" is recorded, the corresponding presence remains "Online" and is not updated.

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

続いて、端末装置１０ｃから端末装置７０ｘへプレゼンス情報「Ｏｆｆｌｉｎｅ，（hw，sg，ch），Ｏ０３」が送信され、ステップＳ５１でこれらのプレゼンス情報が取得された場合について説明する（ステップＳ５２のＯｆｆｌｉｎｅ）。

Subsequently, a case where the presence information "Offline, (hw, sg, ch), 003" is transmitted from the terminal device 10c to the terminal device 70x and the presence information is acquired in step S51 will be described (Offline in step S52). ).

First, the loop processing for updating the record in which the characteristic information “hw” is recorded in the presence management table will be described. The state management unit 79 of the terminal device 70x refers to the callable field in the record in which the feature information "hw" is recorded in the presence management table (see Table 2). Accordingly, the state management unit 79 determines whether or not the communication ID "O03" acquired in step S51 is included in the field of the available communication ID (step S73).

If it is determined that the communication ID “O03” acquired in step S51 is included in the available communication ID field in the presence management table (YES in step S63), Deletes the communication ID "O03" (step S74).

When the process of step S74 is completed, or when NO is determined in step S73, the state management unit 79 of the terminal device 70x, among the presence management table (see Table 2), determines Refers to the Communication ID in Call field. Accordingly, the state management unit 79 determines whether or not the communication ID "003" obtained in step S51 is included in the communication ID field during a call (step S75).

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

When the process of step S76 is completed, or when NO is determined in step S75, the state management unit 79 of the terminal device 70x performs Refer to the Available Communication ID and Busy Communication ID fields. Accordingly, the state management unit 79 determines whether the conditions IF1 and IF2 are met (step S77). Condition IF1 is that the number of communication IDs recorded in the available communication ID field in the record in which the feature information "hw" is recorded is 0, and the number of communication IDs recorded in the busy communication ID field. is not 0. Condition IF2 is that the number of communication IDs recorded in the available communication ID field in the record in which the characteristic information "hw" is recorded is 0, and the number of communication IDs recorded in the busy communication ID field. is 0.

The number of communication IDs recorded in the available communication ID field in the record in which the feature information "hw" is recorded is 0, and the number of communication IDs recorded in the busy communication ID field is not 0 If so (IF1 in step S77), the state management unit 79 updates the presence of the feature in the record in which the feature information "hw" of the presence management table is recorded to "Chat" (step S78).

The number of communication IDs recorded in the available communication ID field in the record in which the characteristic information "hw" is recorded is 0, and the number of communication IDs recorded in the communication ID field during communication is 0. If so (IF2 in step S77), the state management unit 79 updates the presence of the feature in the record in which the feature information "hw" of the presence management table is recorded to "Offline" (step S79).

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

Since the feature information "hw, sg, ch" has been acquired in step S51, the state management unit 79 performs loop processing to perform the following for each record in which the feature information "sg, ch" is recorded in the presence management table Update as well. As a result, the presence management table of Table 2 becomes as shown in Table 3.

続いて、図１３を用いて、通信を開始する処理について説明する。図１３は、通信を開始する処理の一例を示すシーケンス図である。以下、一例として、端末装置７０ｘが通信を開始する処理について説明するが、端末装置７０ｙも同様の処理により通信を開始することができる。図１３の処理を開始する時点で、宛先管理テーブルは図７（ａ）の状態であり、プレゼンス管理テーブルは表２の状態である場合について説明する。

Next, processing for starting communication will be described with reference to FIG. 13 . FIG. 13 is a sequence diagram illustrating an example of processing for starting communication. As an example, processing for starting communication by the terminal device 70x will be described below, but the terminal device 70y can also start communication by similar processing. A case will be described where the destination management table is in the state shown in FIG. 7A and the presence management table is in the state shown in Table 2 when the processing in FIG.

The operation input reception unit 72 of the terminal device 70x receives a request to display a list of characteristics of destination candidates in response to an operation input by the user. In response to the display request, the image output unit 75 acquires each piece of feature information recorded in the presence management table (see Table 2) and a group presence of the group corresponding to this feature information. The storage unit 7000 pre-stores data of a display image corresponding to feature information and a display image corresponding to the presence of the feature. As an example, the display image data corresponding to the feature information "hw" is text data indicating "Hawaii". As an example, the display image data corresponding to the feature presence "Online, Offline, Chat" are image data of icons representing a checkmark, no image, and a balloon, respectively. The image output unit 75 acquires from the storage unit 7000 a set of display image data of the corresponding text and icon for each set of the acquired feature information and presence. The image output unit 75 generates image data of a feature list by arranging the sets of acquired display image data in association with the same row in a predetermined display area. The image output unit 75 outputs the generated image data of the feature list to the display 720 (step S81).

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

The image output unit 75 repeatedly executes the above process each time the presence management table is updated. This causes display 720 to display a feature list showing the latest presence for each feature.

In step S81, the image output unit 75 outputs an icon with a checkmark corresponding to "Online" as a selectable icon, and a blank image corresponding to "Offline, Chat" and a balloon are output. Outputs the represented icon as a non-selectable icon. For example, even if the user presses an icon with a balloon corresponding to "Guam" in the feature list shown in FIG. 14, the operation input receiving unit 72 does not receive the operation input. Note that when an operation of pressing an icon with no image or an icon with a speech bubble is performed, the voice output unit 77 displays a message indicating that the call cannot be started, a message prompting the user to wait for the start of the call, or the like. 720 may be output.

On the screen shown in FIG. 14, when the user presses an icon with a checkmark corresponding to any feature, the operation input accepting unit 72 accepts selection of the feature corresponding to the icon (step S82). ). Processing when selection of the feature "Hawaii" is accepted will be described below.

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

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

Similarly, the transmitting/receiving unit 71 of the terminal device 70x selects, among the communication IDs read in step S83, the communication ID "O03" whose corresponding presence is "Online", the communication ID "C01" of the own terminal device 70x, And a call start request including the feature information "hw" indicating the feature selected in step S82 is transmitted to the management system 50 (step S86-1).

Upon receiving the call start request transmitted by the terminal device 70x, the transmission/reception unit 51 of the management system 50 sends the call start request to the terminal device 10b specified by the communication ID "O02" included in the call start request. is transmitted (step S84-2). Similarly, when receiving the call start request transmitted by the terminal device 70x, the transmission/reception unit 51 of the management system 50 transmits the call to the terminal device 10c specified by the communication ID "O03" included in the call start request. is transmitted (step S86-2).

The transmission control unit 80 of the terminal device 70x updates the transmission destination management table by recording the communication ID "O02" of the terminal device 10b to which the call start request is transmitted (step S85). Similarly, the transmission control unit 80 of the terminal device 70x updates the transmission destination management table by recording the communication ID "O03" of the terminal device 10c to which the call start request is transmitted (step S87).

When the terminal device 10a on the operator a side accepts the input of the call end request (step S21′), the transmitting/receiving unit 11 reads out the characteristic information “hw, gm, hk” from the storage unit 1000, and the communication of the terminal device 10a. The presence information including the ID "O01" and the presence "Online" is transmitted to the management system 50 (step S22').

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

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

端末装置７０ｘの送信制御部８０は、ステップＳ２４'で受信されたプレゼンス情報の送信元の端末装置１０ａへ通話の開始要求を送信するか判断する（ステップＳ８８）。この処理で、端末装置７０ｘの送信制御部８０は、宛先管理テーブルにおいて更新された端末装置１０ａのプレゼンスを参照して、このプレゼンスが「Ｏｎｌｉｎｅ」であるか判断する。端末装置１０ａのプレゼンスが「Ｏｎｌｉｎｅ」ではない場合には、送信制御部８０は通話の開始要求を送信しない旨、判断して処理を終了する。

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

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

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

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

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

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

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

The transmitting/receiving unit 71 of the terminal device 70x receives the presence information transmitted via the management system 50 from the terminal device 10b of the operator a. The storage/read processing unit 89 of the terminal device 70x associates the communication ID, presence, and feature information included in the received presence information and records them in the destination management table (step S36').

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

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

When the communication ID "O02" of the terminal device 10b that is the transmission source of the presence information is deleted, and no communication ID of the transmission destination of the call start request is recorded in the updated transmission destination management table ( NO in step S92), the image output unit 75 causes the display 720 to output a message indicating that the connection with the operator a has failed (step S93). Note that if the communication ID of the destination of the call start request is recorded in the updated destination management table, there is a possibility of connecting to the remaining destination of the call start request. will not print the above message.

Next, a description will be given of processing when the terminal device 10c, which is the destination of the call start request, starts communication with the terminal device 70 different from the terminal device 70x. When communication is established between the terminal device 10c and the terminal device 70 different from the terminal device 70x (step S41'), the transmitting/receiving unit 11 of the terminal device 10c reads out the feature information "hw, sg, ch" from the storage unit 1000, The presence information including the communication ID "O03" of the terminal device 10c and the presence "Chat" is transmitted to the management system 50 (step S42').

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

The transmitting/receiving unit 71 of the terminal device 70x receives the presence information transmitted via the management system 50 from the terminal device 10c on the operator a side. The storage/read processing unit 89 of the terminal device 70x associates the communication ID, presence, and feature information included in the received presence information and records them in the destination management table (step S46').

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

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

When the communication ID "O03" of the terminal device 10c that is the transmission source of the presence information is deleted, and no communication ID of the transmission destination of the call start request is recorded in the updated transmission destination management table ( NO in step S95), the image output unit 75 causes the display 720 to output a message indicating that the connection with the operator a has failed (step S96). Note that if the communication ID of the destination of the call start request is recorded in the updated destination management table, there is a possibility of connecting to the remaining destination of the call start request. will not print the above message.

Next, processing for establishing communication between the terminal devices 10 and 70 will be described using FIG. FIG. 16 is a sequence diagram showing an example of processing for establishing communication between the terminal devices 10 and 70. As shown in FIG. A case where the terminal device 10a responds to a call start request from the terminal device 70x will be described below.

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

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

The message in FIG. 17 includes an answer button 152 for accepting permission to initiate the call. In the terminal device 10a, when the user presses the response button 152 on the screen, the operation input reception unit 12 receives operation input for permission of response (step S101). When the operation input for permitting the response is accepted, the transmitting/receiving unit 11 of the terminal device 10a transmits a response including the communication ID "C01" of the call start request source and the communication ID "O01" of the own terminal device 10a to the management system 50. (step S102).

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

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

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

When the communication between the terminal devices 10a and 70x is established, the terminal devices 10a and 70x send the image data of the image captured by the own terminal and the sound data collected by the own terminal to the other party via the relay device 30. to the terminal devices 70x and 10a. The image output units 16 and 75 of the terminal devices 10a and 70x output the received content data. This allows users to start talking to each other.

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

<Action when on hold>
By establishing a session, the terminal device 10 and the terminal device 70 are in communication. In this embodiment, during communication means that the operator a is serving the guest g. In the following, the processing when the operator a who is serving the customer suspends the customer service will be described.

FIG. 18 is an example of a sequence diagram for explaining the processing performed by the communication system 100 when the operator a puts the customer on hold.

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

FIG. 19(b) is an example of an advertisement selection screen 810 displayed on the display 720 by pressing the hold button 801. FIG. The advertisement selection screen 810 includes "random" 811, "select advertisement attribute" 812, "input keyword" 813, "use guest attribute" 814, "mix" 815, and "display last viewed advertisement". 816, with checkboxes 817 provided for each.
• Random: When the operator a selects “random”, the advertisement data delivery unit 57 of the management system 50 randomly (randomly) selects advertisements in the advertisement data management DB 5003 . Random also includes processing such as including advertisements for tours in campaigns, for example.
Select Advertisement Attributes: When Operator A selects "Advertisement Attributes Selection", another window opens to specify the advertisement, and Operator A inputs the advertisement name, domestic/overseas, region, and so on. The advertisement data delivery unit 57 of the management system 50 selects advertisement data having the attribute selected by the operator a from the advertisement data management DB 5003 .
• Enter a keyword: When the operator a selects "Enter a keyword", another window opens to accept the entry of a keyword. The advertisement data distribution unit 57 of the management system 50 searches for tags and advertisement names using the keyword input by the operator a, and selects suitable advertisement data from the advertisement data management DB 5003 .
・Use guest attributes: When the operator a selects “use guest attributes”, the advertisement data delivery unit 57 of the management system 50 uses the guest attributes (age, gender, travel destinations to visit, etc.) Advertisement data is selected from the advertisement data management DB 5003 based on information extracted from travel history). In this case, correspondence information between guest attributes and advertisements constructed by machine learning is prepared in advance.
・Mix: When the operator a selects “mix”, the advertisement data delivery unit 57 of the management system 50 selects “random”, “select advertisement attribute”, “input keyword”, and “use guest attribute”. Mix ad data that Only items selected by the operator a may be mixed.
・Display the last viewed ad…This setting is valid after the second hold. When the operator a selects "display the last advertisement viewed", the advertisement data distribution unit 57 of the management system 50 instructs the terminal device 70 to display the advertisement last viewed by the guest g again. . In this case, advertisement data distribution unit 57 does not need to newly transmit advertisement data.

By selecting "Select Ad Attributes" and "Enter Keywords" and making appropriate settings, the advertisements delivered by Operator A to guests during pending negotiations can be regions) can relate to the same goods or services. When the guest g browses the details of the advertisement, the guest g's request regarding the product or service being negotiated becomes more in-depth, and when the hold is released, the operator a can easily proceed with the negotiation. On the other hand, by selecting "Select Ad Attributes" or "Enter Keyword" and making arbitrary settings, or by selecting "Random", it is possible to obtain products and services that are completely different from the products and services under negotiation. Since the advertisement is included in the advertisement and viewed by the guest g, there is an advantage that the request that the guest g has not verbally conveyed is conveyed to the operator a. The operator a can introduce a product or service different from the product or service under negotiation at an appropriate timing to conclude a contract. In particular, the true intentions of the guest g are likely to appear during the hold.

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

Returning to FIG. 18, description will be made.
S202: The transmitting/receiving unit 51 of the management system 50 receives a hold request or the like, and the advertisement data distribution unit 57 selects advertisement data to be distributed to the guest g from the advertisement data management DB 5003 based on the advertisement selection information. Note that the hold request corresponds to the change of the presence described above, so the storage/read processing unit 59 changes the reception/hold item stored in the terminal state management DB 5005 to hold.

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

S203: The advertisement data distribution unit 57 transmits, via the transmission/reception unit 51, an advertisement screen display instruction and advertisement data to the terminal device 70 having the communication ID "O01" and the communication ID "C01" with which a session has been established. Also, the transmitting/receiving unit 51 transmits the presence information “hold” to the terminal device 70 .

S204: The transmitting/receiving unit 71 of the terminal device 70 receives the advertisement data and the presence information "hold". Advertisement screen 501 is displayed on display 720 . An example of the advertisement screen is shown in FIG. The storage/read processing unit 89 stores the pending information 7005 in the storage unit 7000 . Neither image data nor audio data is transmitted from the terminal device 10 on hold, but the image output unit 75 stops outputting the image data transmitted from the terminal device 10, and the audio output unit 77 transmits from the terminal device 10. Stop outputting audio data (mute). Therefore, the terminal device 10 on hold does not transmit the image data and the audio data either, but the terminal device 10 on hold may transmit the image data and the audio data. Note that the image data captured by the camera 712a of the terminal device 70, which is the own terminal, may be displayed.

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

S206: The transmitting/receiving unit 11 of the terminal device 10 receives the request to display the interest level screen 601, and prioritizes the communication screen output by the image output unit 16, and the interest level display unit 22 displays the interest level screen 601 on the display 720. indicate. The storage/read processing unit 29 stores the pending information 1003 in the storage unit 1000 . Since content data is being transmitted from the terminal device 70 even during the suspension, the audio output unit 18 continues to output the audio data transmitted by the terminal device 70 . Further, when the operator a operates, the degree-of-interest screen 601 can be switched to the communication screen 800 generated by the image output unit 16 .

Since the interest level data of the terminal device 70 has not arrived immediately after the interest level screen 601 is displayed, the interest level display unit 22 displays only the interest level screen 601, such as the title of the interest level screen 601, operation buttons, and advertisement icons. is displayed. An example of this interest level screen 601 is shown in FIG.

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

S208: Transmitting/receiving unit 51 of management system 50 receives a request for interest degree data, and storage/read processing unit 59 reads an advertisement management table from advertisement management DB 5004. FIG.

S209: At this point, the display time and the number of clicks have not yet been recorded. The data transmission unit 55 transmits the data to the terminal device 10 via the transmission/reception unit 51 .

S<b>210 : The interest level data receiving section 21 of the terminal device 10 receives the interest level data via the transmitting/receiving section 11 . The interest degree display unit 22 generates an interest degree screen 601 based on the interest degree data and displays the interest degree screen 601 on the display 720 . An example of this screen is shown in FIG.

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

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

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

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

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

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

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

S216: The transmitting/receiving unit 51 of the management system 50 receives the end of hold, changes the presence of the end of hold, and the storage/reading processing unit 59 changes the item of customer service/hold stored in the terminal state management DB 5005 to customer service. . Advertising management DB5004 may be left as it is. Advertising data distribution unit 57 ends the distribution of the advertising data.

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

S218: The transmitting/receiving unit 51 of the management system 50 transmits a hold end OK to the terminal device 10 having the communication ID "O01" that transmitted the presence information "hold end".

S219: The transmitting/receiving unit 11 of the terminal device 10 receives the OK to end the suspension, and the interest level display unit 22 ends the display of the interest level screen 601. The storage/read processing unit 29 deletes the pending information 1003 from the storage unit 1000 . Since the content data is being transmitted from the terminal device 70 , the audio output unit 18 continues to output the audio data transmitted by the terminal device 70 . In addition, the image output unit 16 displays the communication screen 800 on the display 720 by completing the display of the degree-of-interest screen 601 . In addition, since the hold end OK has been received, the transmission/reception unit 11 restarts transmission of the image data captured by the imaging unit 17 and the audio data acquired by the audio acquisition unit 19 .

<Processing of terminal devices 10 and 70>
The processes of the terminal devices 10 and 70 in the above sequence diagrams will be described with reference to FIGS. 20 and 21. FIG. FIG. 20 is an example of a flowchart illustrating processing performed by the terminal device 70 . FIG. 20 starts when a session is established.

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

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

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

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

FIG. 21 is an example of a flowchart illustrating processing performed by the terminal device 10 . FIG. 21 starts when a session is established.

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

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

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

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

When the operator a displays the degree-of-interest screen 601, the degree-of-interest display unit 22 displays the degree-of-interest screen 601 on the display 720 (S604).

<Example of displayed screen>
<<Guest side>>
FIG. 22 is a diagram showing an example of an advertisement screen 501 displayed by the terminal device 10 operated by the guest g. 22(a) is the top page 501-1 of the advertisement screen 501, and FIG. 22(b) is the individual advertisement page 501-2 of the advertisement screen 501. FIG. A top page 501-1 of the advertisement screen 501 displays a list of advertisements. Although six advertisements are displayed in FIG. 22(a), the number of advertisements is determined as appropriate. A scrollable screen can show more ads.

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

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

<<Operator side>>
Next, several examples of the degree-of-interest screen 601 displayed by the terminal device 10 operated by the operator a will be described.

・Display example 1 of the degree of interest screen
FIG. 23 is a diagram illustrating an interest level screen 601 displayed by the terminal device 10. As shown in FIG. FIG. 23A shows an example of the interest level screen 601 immediately after the terminal device 10 displays it. That is, it is the interest level screen 601 displayed in step S206. Since no interest level data has been transmitted to the terminal device 10, the interest level screen 601 of FIG. 23(a) does not display any interest level data. , an advertisement selection button 606 and an audio transmission button 607 .

A title 602 describes the contents of the interest level screen 601 . The advertisement list 603 is a list of advertisements sent to the terminal device 70 . Thereby, the operator a can grasp what kind of advertisement was sent to the guest g. A screen switching button 604 is a button for switching from the interest level screen 601 to the communication screen 800 . Since the terminal device 70 is transmitting content data even during the hold, the operator a can arbitrarily switch to the communication screen 800 . A hold end button 605 is a button for the operator a to input the end of hold. The advertisement selection button 606 is a button for the operator a to display the advertisement selection screen 810 of FIG. 19(b) again. Therefore, if the operator a determines that the advertisement sent to the terminal device 70 is not appropriate, the operator a can change the advertisement. For example, if an ad isn't clicked and doesn't last longer, you can switch to another ad. A voice transmission button 607 is a button for the operator a to temporarily transmit voice data to the terminal device 70 . That is, the operator a can send messages, questions, and the like without switching the screen displayed by the terminal device 70 from the advertisement screen 501 to the communication screen 800 while the call is on hold. Since the audio output unit 77 of the terminal device 70 is muted, a signal for canceling mute is sent from the terminal device 10 to the terminal device 70 via the management system 50 only while the audio transmission button 607 is being pressed.

FIG. 23(b) is an example of a degree-of-interest screen 601 displayed when the terminal device 10 receives degree-of-interest data. In the degree-of-interest screen 601 of FIG. 23(b), the larger the degree of interest, the larger the thumbnail 608 of the advertisement is displayed. This interest degree screen 601 also has a sort type switching button 609 . The sorting type switching button 609 is a button for the operator a to switch whether advertisements are to be sorted and displayed by display time, number of clicks, or overall (both display time and number of clicks) of the degree of interest data. . FIG. 23(b) shows sorting by display time.

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

When the sorting type switching button 609 is "number of clicks", the degree-of-interest display unit 22 performs the same calculation for the number of clicks.
Size of thumbnail 608=k2×number of clicks When the sort type switching button 609 is "total", the interest degree display unit 22 weights the display time and the number of clicks and performs the same calculation.

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

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

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

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

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

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

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

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

FIG. 26 is an example of a flowchart showing a procedure for displaying the interest level screen 601 of FIG. 25 by the interest level display unit 22 .

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

Next, the degree-of-interest display unit 22 extracts tags that are duplicated in different advertisements (S302). For example, if the tag "fish" is included in separate advertisements, the tag "fish" is extracted.

Next, the degree-of-interest display unit 22 totals the display times and the number of clicks of tags that are duplicated in different advertisements (S303). This allows you to consolidate display times and clicks for duplicate tags across different ads. Tags that are duplicated in different advertisements may be tags that are of particular interest to guest g, and integration makes it easier for operator a to grasp the interests of guest g.

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

Next, the advertisement display unit 82 arranges the tags 611 in the work area so that they do not overlap (S305). This work area has the same aspect ratio as the degree-of-interest screen 601, but is a drawing area that is not limited in size. As an arrangement method, for example, there is a method of generating a circumscribing rectangle of the tags 611 and arranging them in the center of the work area in order from the largest tag 611 . The next tag is placed towards the periphery of the work area so that the bounding rectangles do not overlap. Margins should be provided so that each tag is not too close. Note that the tag 611 may be rotated as shown in FIG.

A reduction ratio is obtained so that all the tags arranged in the work area are included in the degree-of-interest screen 601 . The character size of the tag is changed at this reduction ratio, and this time it is placed on the interest degree screen 601 (S306). Note that the arrangement method of FIG. 26 is an example, and a different arrangement method may be employed as appropriate.

With the degree-of-interest screen 601 as shown in FIG. 25, the operator a can grasp the interest of the guest g as characters.

・Display example 4 of the degree of interest screen
As in Display Example 3 of the degree-of-interest screen 601, the line-of-sight direction of the guest g can be used in a method of changing the size of the tag 611 and displaying it according to the degree of interest.

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

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

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

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

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

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

FIG. 29 is an example of a degree-of-interest screen 601 displayed when the terminal device 10 receives degree-of-interest data. In FIG. 29, the tag 611 of an advertisement with a higher degree of interest (the number of lines of sight detected) is displayed larger. As in FIG. 25, the operator a can grasp the interest of the guest g as characters. In addition, the display time actually increases even when the guest g does not look at it, but the number of votes based on the line-of-sight direction does not increase unless the guest g looks at it, so the user's interest can be measured more accurately.

FIG. 30 is an example of a flow chart showing a procedure for the terminal device 70 to measure the number of votes of each tag. The process of FIG. 30 is executed while the terminal device 70 is displaying the advertisement screen 501 .

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

Next, the operation input reception unit 72 votes for the cell whose line-of-sight direction has been detected (S402).

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

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

FIG. 31 is an example of a flow chart showing a procedure for displaying the interest level screen 601 of FIG. 29 by the interest level display unit 22 . In the explanation of FIG. 31, mainly the difference from FIG. 26 will be explained. The processing in FIG. 31 is different in that the display time and the number of clicks are changed to the number of votes, and the overall flow is the same as in FIG.

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

In the heat map, the dark-colored parts are the regions that the guest g watched for a long time. Therefore, the operator a can determine that the guest g is interested in the dark-colored portion.

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

23, 24, 25, 29, and 32, the operator a can grasp the degree of interest of the guest g and utilize it in negotiations after the end of the hold. Therefore, it is possible to conduct business negotiations immediately after the advertisement is presented, taking into consideration the degree of interest in the advertisement.

<Modified example of display of advertisement screen and degree of interest screen>
In the present embodiment, the advertisement screen 501 and the degree-of-interest screen 601 are displayed while the customer is on hold. However, the advertisement screen 501 and the degree-of-interest screen 601 may be displayed during customer service.

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

Since the communication is in progress, both the terminal devices 10 and 70 display the captured images 622 and 623 of the operator a and the guest. 625 is displayed. The operator a can input an operation to give priority to the interest level 625 over the images 622 and 623 or give priority to the images 622 and 623, and grasp the interest level 625 in real time to serve customers. Although the operation of the terminal device 70 of the guest g may be restricted, at least the advertisement 624 can be browsed while being served. When the operation of the guest g is not restricted, the guest g inputs an operation to give priority to the advertisement 624 over the images 622 and 623 or to give priority to the images 622 and 623, and browses and operates the advertisement 624 in real time. Information can be sent to management system 50 .

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

When the service is resumed but is put on hold again, the advertisement is displayed again, the degree of interest of the guest g can be continuously measured, and the accuracy of which advertisement the guest is interested in can be improved. If the advertisement is displayed again, the operator a can select whether to display the advertisement last viewed by the guest g or display another advertisement, taking into consideration the degree of interest in the advertisement up to that point. .

<Other application examples>
Although the best mode for carrying out the present invention has been described above using examples, the present invention is by no means limited to such examples, and various modifications can be made without departing from the scope of the present invention. and substitutions can be added.

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

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

Also, the management system 50 may have the function of the relay device 30 , or the relay device 30 may have the function of the management system 50 . Also, the functions of the management system 50 may be realized by a plurality of servers, and there may be a plurality of management systems 50 .

Further, the configuration examples shown in FIG. 6 and the like shown in the above embodiment are divided according to main functions in order to facilitate understanding of the processing of the management system 50 and the terminal devices 10 and 70 . However, the method of dividing each processing unit and the names thereof do not limit the present invention. The management system 50 and terminal devices 10 and 70 can also be divided into more processing units according to the content of processing. Also, one processing unit can be divided to include more processing.

Each function of the embodiments described above may be implemented by one or more processing circuits. Here, the "processing circuit" in this specification means a processor programmed by software to perform each function, such as a processor implemented by an electronic circuit, or a processor designed to perform each function described above. devices such as ASICs (Application Specific Integrated Circuits), DSPs (digital signal processors), FPGAs (field programmable gate arrays) and conventional circuit modules.

7 store 8 call center 10 terminal device 30 relay device 70 terminal device 100 communication system

Japanese Patent Publication No. 2001-283087

Claims (12)

A communication system in which a first terminal device and a second terminal device communicate via a network, and information on the degree of interest of the user of the second terminal device in a displayed advertisement is transmitted to the first terminal device There is
The second terminal device
Notified by the first terminal device that the user of the first terminal device has put the communication on hold,
transmitting to the first terminal device information about the degree of interest of the user of the second terminal device in the advertisement displayed while on hold;
The first terminal device
A communication system characterized by displaying, in real time, the degree of interest of the user of the second terminal device viewing the advertisement during suspension , based on the information about the degree of interest. The second terminal device
Displaying an image captured by the first terminal device before being notified that it has been put on hold,
2. The communication system according to claim 1 , characterized in that, when it is notified that the call has been put on hold, the display of the image transmitted from the first terminal device is switched to the display of the advertisement. The second terminal device
Repeatedly transmitting to the first terminal device information about the degree of interest of the user of the second terminal device in the advertisement displayed during the hold;
The first terminal device
2. The level of interest of the user of said second terminal viewing said advertisement during suspension is displayed in real time based on the information about the level of interest repeatedly transmitted during suspension. Or the communication system according to 2 . The second terminal device is located in a store for goods or services,
Displaying advertisements related to the products or services handled by the store,
The first terminal device
4. The communication system according to any one of claims 1 to 3, wherein the degree of interest in the product or service of the user of the second terminal device viewing the advertisement is displayed in real time. The second terminal device
an operation input reception unit that acquires at least one of the display time and the number of clicks of the advertisement as information about the degree of interest;
The first terminal device
5. The advertisement according to any one of claims 1 to 4 , further comprising an interest level display unit that displays a thumbnail related to the advertisement as the interest level, which is enlarged as the display time or the number of clicks increases. Communications system. The second terminal device
an operation input reception unit that acquires at least one of the display time and the number of clicks of the advertisement as information about the degree of interest;
The first terminal device
5. An interest level display unit for displaying a bar-shaped display component that is longer as the display time or the number of clicks increases as the interest level in association with the advertisement. The communication system according to item 1. The advertisement displayed by the second terminal device has a tag related to the advertisement,
The second terminal device
an operation input reception unit that acquires at least one of the display time and the number of clicks of the advertisement as information about the degree of interest;
The first terminal device
determining the display time or the number of clicks of the tag associated with the advertisement according to the display time or the number of clicks of the advertisement;
5. The communication system according to any one of claims 1 to 4, further comprising an interest level display unit that displays the tag with a higher degree of interest as the display time or the number of clicks increases. The advertisement displayed by the second terminal device has a tag related to the advertisement,
The second terminal device
a line-of-sight direction detection unit that detects a line-of-sight direction of the user of the second terminal device with respect to the advertisement;
determining the tag associated with the material displayed in the line-of-sight direction detected by the line-of-sight direction detection unit based on the correspondence between the position of the material of the advertisement and the tag;
determining the number of line-of-sight detections for the tag based on the number of line-of-sight detections for each area in which the material is displayed, and transmitting the detected number of lines of sight to the tag as information on the degree of interest to the first terminal device;
The first terminal device
8. The communication system according to claim 7 , further comprising a degree-of-interest display unit that displays the tag as the degree of interest that increases as the number of line-of-sight detections for the tag increases. The second terminal device
Detecting the number of line-of-sight detections for each square in which the screen on which the advertisement is displayed is divided into squares, and transmitting the detected number to the first terminal device;
9. The communication system according to claim 8 , wherein the interest level display unit displays a heat map generated according to the number of line-of-sight detections for each square, superimposed on the advertisement as the interest level. The terminal device notifies that the user of the terminal device put the communication on hold,
A terminal device that communicates via a network with the second terminal device that transmits to the terminal device information about the degree of interest of the user of the second terminal device in the advertisement displayed during the hold,
A terminal device that displays, in real time, the degree of interest of a user of the second terminal device who is viewing the advertisement during suspension based on the information about the degree of interest. A communication system in which a first terminal device and a second terminal device communicate via a network, and information regarding a degree of interest of a user of the second terminal device in a displayed advertisement is transmitted to the first terminal device. A method of communication comprising:
The second terminal device
Notified by the first terminal device that the user of the first terminal device has put the communication on hold,
transmitting to the first terminal device information about the degree of interest of the user of the second terminal device in the advertisement displayed while on hold;
The first terminal device
A communication method, comprising: displaying, in real time, the degree of interest of a user of the second terminal device who is viewing the advertisement during suspension , based on the information about the degree of interest. The terminal device notifies that the user of the terminal device put the communication on hold,
A terminal device that communicates via a network with the second terminal device that transmits to the terminal device information about the degree of interest of the user of the second terminal device in the advertisement that was displayed while on hold,
a step of displaying in real time the interest level of the user of the second terminal device who is viewing the advertisement during the hold based on the information on the interest level;
program to run.

Images