WO2017119433A1 - Customer-correspondence assistance system, customer-correspondence assistance method, and customer-correspondence assistance computer program - Google Patents

Customer-correspondence assistance system, customer-correspondence assistance method, and customer-correspondence assistance computer program Download PDF

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Publication number
WO2017119433A1
WO2017119433A1 PCT/JP2017/000097 JP2017000097W WO2017119433A1 WO 2017119433 A1 WO2017119433 A1 WO 2017119433A1 JP 2017000097 W JP2017000097 W JP 2017000097W WO 2017119433 A1 WO2017119433 A1 WO 2017119433A1
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customer
faq
browsing history
level
history information
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PCT/JP2017/000097
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French (fr)
Japanese (ja)
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真吾 井原
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株式会社リクルートホールディングス
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Publication of WO2017119433A1 publication Critical patent/WO2017119433A1/en

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    • G—PHYSICS
    • G06—COMPUTING; CALCULATING OR COUNTING
    • G06F—ELECTRIC DIGITAL DATA PROCESSING
    • G06F16/00—Information retrieval; Database structures therefor; File system structures therefor

Definitions

  • the present invention relates to a customer response support system, a customer response support method, and a customer response support computer program.
  • a support system (referred to as a customer center, a help center, a call center, a user support center, etc.) having an operator who follows the customer about the service. Is sometimes prepared (see Patent Document 3, for example).
  • FAQs relating to frequently asked questions and answers are prepared.
  • Patent Document 3 the operator who has received the inquiry from the customer can respond to the individual inquiry from the customer by referring to the FAQ separately prepared as part of the support system and searching for an answer.
  • the present invention has been made in view of such circumstances, and by providing quick and sufficient support for inquiries from customers regarding services, it is possible to improve response quality, and as a result, customer satisfaction is improved. It is an object of the present invention to provide a customer response support system, a customer response support method, and a customer response support computer program that can be enhanced.
  • a customer service support system includes a FAQ presentation unit that presents a FAQ related to a service provided to a customer on a customer terminal operated by the customer, and FAQ browsing history information regarding a FAQ browsing history by the customer (for example, browsing items)
  • Browsing history collection unit that collects (acquires) browsing frequency, browsing date and time, browsing order, etc., and the FAQ browsing history information to customers (eg, customer account, ID, contact information (phone number, email address, etc.))
  • a browsing history display unit for displaying FAQ browsing history information associated with the customer on an operator terminal operated by the operator when a customer inquires about the service.
  • the customer service support system estimates at least one of the customer's operation proficiency level, operation tendency, interest level, and confusion level in the service based on the customer's FAQ browsing history information. You may further provide an estimation part and the estimation result display part which displays the estimation result by an estimation part on an operator terminal.
  • a customer service support method includes a step of presenting a FAQ regarding a service provided to a customer on a customer terminal operated by the customer, and a step of collecting FAQ browsing history information regarding a FAQ browsing history by the customer.
  • the computer program for supporting customer service is the one in which a customer operates an FAQ relating to a service for providing a customer with a computer (not limited to one or a single type, but may be a plurality or a plurality of types).
  • FAQ presentation unit to be presented to the customer terminal
  • browsing history collection unit for collecting FAQ browsing history information related to FAQ browsing history by the customer
  • storage unit for storing the FAQ browsing history information in association with the customer
  • service from the customer When there is an inquiry, the FAQ browsing history information associated with the customer is caused to function as a browsing history display unit that is displayed on an operator terminal operated by the operator.
  • FAQ browsing history information regarding the FAQ actually browsed by the customer is displayed on the operator terminal. Therefore, the operator can respond to an inquiry from the customer while estimating and judging the operation proficiency level, operation tendency, interest level, and confusion level of the customer in the service. As a result, it is easy to grasp the customer's intention in the inquiry, and accurate advice can be given to the customer, so that quick and sufficient support for the customer is possible. As a result, it is possible to improve the quality of response to inquiries from customers and to increase customer satisfaction in the service.
  • the processing can be speeded up, the memory can be saved, the amount of communication data can be reduced, and the processing reliability can be increased. .
  • FIG. 1 is a system block diagram schematically illustrating a preferred embodiment such as a network configuration related to a customer service support system according to the present disclosure.
  • FIG. It is a system block diagram showing roughly an example of composition of a server apparatus in a customer service support system by this indication. It is a system block diagram showing roughly an example of composition of a customer terminal in a customer service support system by this indication.
  • FIG. 1 is a system block diagram schematically illustrating a preferred embodiment such as a network configuration according to a customer service support system according to the present disclosure.
  • the customer service support system 100 includes a server device 10 that is electronically connected to a customer terminal 20 operated by a customer S via a network N.
  • the network N is, for example, a wired network (a short-range communication network (LAN), a wide-area communication network (WAN), a value-added communication network (VAN), etc.) and a wireless network (a mobile communication network, a satellite communication network, a Bluetooth network).
  • Bluetooth Bluetooth: registered trademark
  • WiFi Wireless Fidelity
  • HSDPA High Speed Downlink Packet Access
  • the server device 10 is a network node having a part or all of the functions of the customer service support system 100, and is configured by, for example, a host computer having a high arithmetic processing capability, and a predetermined main program (server program) in the host computer.
  • the server function is expressed by operating.
  • the server device 10 according to the present embodiment introduces and explains the contents of the service provided to the customer S, publishes and uploads application software (such as a register application to be described later) for using the service, and a tutorial for the application program. And websites established to provide FAQs related to the service.
  • FIG. 2 is a system block diagram schematically showing an example of the configuration of the server device 10.
  • the server device 10 includes a processor 11, a communication interface 12, and a storage resource 13.
  • the processor 11 includes an arithmetic and logic unit for processing arithmetic operations, logical operations, bit operations, and various registers (program counter, data register, instruction register, general-purpose register, etc .; different from the customer terminal 20), and a storage resource. 13 interprets and executes the program P10 (customer acquisition support computer program) stored in 13 and outputs a predetermined calculation processing result.
  • program P10 customer acquisition support computer program
  • the program P10 includes a plurality of software modules that are appropriately called and executed during the operation of the main program described above.
  • the software module includes a control module 14 that performs various control calculation processes, and a screen to be displayed on the customer S and the like, a text to be notified, an image, audio data, and the like based on the processing results by the control module 14 And a communication module 16 for performing communication processing with the network N through the communication interface 12 and the like (hereinafter collectively referred to as “image module 15”).
  • the communication interface 12 is a hardware module for connecting to the customer terminal 20 via the network N, and is, for example, a modulation / demodulation device such as an ISDN modem, an ADSL modem, a cable modem, an optical modem, or a soft modem. .
  • a modulation / demodulation device such as an ISDN modem, an ADSL modem, a cable modem, an optical modem, or a soft modem.
  • the storage resource 13 is a logical device provided by a storage area of a physical device (a computer-readable recording medium such as a disk drive or a semiconductor memory), for example.
  • a plurality of physical devices may be mapped to one logical device, or one physical device may be mapped to a plurality of logical devices.
  • the storage resource 13 stores various content data (including FAQ content data, tutorial content data, an electronic manual, etc.) to be displayed on the above-described website.
  • the storage resource 13 includes appropriate calculation parameters required when the control module 14 and the image module 15 execute processing, in addition to the log related to the information transmission history from the customer terminal 20, the browsing history, and information related thereto. Is saved.
  • FIG. 3 is a system block diagram schematically showing an example of the configuration of the customer terminal 20.
  • the customer terminal 20 in the present embodiment is an appropriate information processing apparatus, for example, a portable or non-portable computer, in which a browser and an engine for browsing the website described above operate, Application software for using the service downloaded from the website may operate.
  • a tablet-type terminal including a mobile phone typified by a smartphone
  • a user interface such as a touch panel and a display with high visibility and has a communication function with the network N
  • a desktop terminal Examples include notebook terminals and workstations.
  • the application software for using the service is not particularly limited.
  • accounting processing or other additional processing POS (Point of sale, order management, reservation management, customer Management, form management, sales management, inventory management, etc.).
  • the customer terminal 20 includes a processor 21, a storage resource 22, an audio input / output device 23 (including a microphone and a speaker integrated or separate), a communication interface 24, an input device 25, a display device 26, and a camera 27. Etc.
  • the processor 21 includes an arithmetic logic unit and various registers (program counter, data register, instruction register, general-purpose register, etc.). In addition, the processor 21 interprets and executes the program P20 stored in the storage resource 22, and transmits a command, information, and the like input by the customer S to the server device 10 via the network N. Further, the processor 21 displays various content data transmitted from the server device 10 to the customer S on the display device 26 or causes the audio input / output device 23 to reproduce the audio data.
  • various registers program counter, data register, instruction register, general-purpose register, etc.
  • the storage resource 22 is a logical device provided by a storage area of a physical device (for example, a computer-readable recording medium such as a disk drive or a semiconductor memory), and an operating system program, a driver program, Stores various data.
  • a driver program include an input device driver program for controlling the input device 25, an input / output device driver program for controlling the audio input / output device 23 and the display device 26, and the like.
  • the voice input / output device 23 is, for example, a sound player that can reproduce general sound data.
  • the communication interface 24 provides a connection interface with the server device 10 and includes a wireless communication interface and / or a wired communication interface.
  • the input device 25 provides an interface for accepting an information input operation by the customer S, and examples thereof include a touch panel, a keyboard, a mouse, and an information code reader.
  • the display device 26 provides an image display interface to the customer S, and examples thereof include an organic EL display, a liquid crystal display, and a CRT display.
  • the camera 27 is for capturing an appropriate still image or moving image.
  • the operator terminal 30 is a terminal operated by an operator who responds to inquiries from the customer S by telephone, e-mail, chat or the like at a customer center, a call center, a user support center or the like.
  • the operator terminal 30 is an appropriate information processing apparatus, for example, a portable or non-portable computer, similar to the customer terminal 20, and the basic configuration is the same as the configuration of the customer terminal 20 shown in FIG. Therefore, detailed description here is omitted.
  • FIG. 4 is a flowchart illustrating an example of a process flow (part) in the customer service support system 100.
  • the communication between the server device 10 and the customer terminal 20 and the communication between the server device 10 and the operator terminal 30 are performed by the respective processors of the server device 10, the customer terminal 20, and the operator terminal 30. It is executed based on the control command.
  • the customer S starts a web browser on the customer terminal 20 and displays a website relating to, for example, register application software, which is a service used by the customer S.
  • the website has a login screen for the customer S who has created and registered an account (ID) for using the service.
  • ID an account
  • the customer S inputs the account name and password and the information is authenticated by the server device 10
  • the login is completed (step S21).
  • Web page data is transmitted to the customer terminal 20 (step S11), and the web page is displayed on the customer terminal 20.
  • This web page includes contents for supporting the customer S regarding the service used by the customer S.
  • the customer S selects, for example, display of FAQ content from various contents (step S22), for example, FAQ category list data is transmitted from the server device 10 to the customer terminal 20 (step S12).
  • the category list is displayed at 20.
  • this category list is hierarchized, and when the customer S selects an item of a large category, a small category or each FAQ item belonging to the large category is displayed in a pull-down format.
  • Examples of the FAQ category list include the following examples.
  • the server device 10 may display frequently asked questions, FAQ items that are attracting attention, and the like on the customer terminal 20.
  • the processor 11 of the server device 10, the processor 21 of the customer terminal 20, and the display device 26 mainly function as a “FAQ presenting unit”.
  • ⁇ Accounting related Payment method setting, multiple payment methods at the same time
  • Use, discount setting, accounting data correction / sales management sales data confirmation, sales data download, sales data deletion, sales analysis by product, settlement receipt, etc.
  • Reservation management reservation ledger, reservation list, reservation schedule, etc./customer (use Management: customer information registration, customer information editing, customer information search
  • Customer information or deletion peripherals printers, payment receipt, bar code reader, label printer, troubleshooting, FAQ: List, is often the initial introduction of the use of service questions, recently frequently asked questions, etc.
  • the server device 10 selects the FAQ item selected.
  • Data is transmitted to the customer terminal 20 (step S13), and the contents of the FAQ item (Q and A) are displayed on the customer terminal 20.
  • the customer S browses the contents of the FAQ item (step S24), and the server device 10 displays the FAQ browsing history information by the customer S, that is, the FAQ item browsed by the customer S, the browsing date and time, and the browsing time.
  • the basic information for example, account ID, contact information
  • attributes business type, business category, sex, age, etc.
  • the processor 11 of the server device 10 mainly functions as a “browsing history collection unit”, and the storage resource 13 of the server device 10 functions as a “storage unit”.
  • the customer S performs other operations such as browsing other FAQ items or displaying other contents as necessary (step S25), and then logs out from the website as appropriate (step S25). S26).
  • the processor 11 of the server apparatus 10 collects the FAQ browsing history information and stores it in the storage resource 13 every time when the FAQ browsing of the customer S is performed as described above. .
  • the processor 11 of the server device 10 that has received the information of the customer S extracts the FAQ browsing history information stored and stored in the storage resource 13 in association with the customer S (step S15), and the FAQ browsing history of the customer S is extracted. Information data is transmitted to the operator terminal 30 (step S16). Thereby, FAQ browsing history information by the customer S is displayed on the operator terminal 30 (step S32). In this way, the operator can respond to the inquiry from the customer S while confirming the contents of the FAQ item browsed by the customer S.
  • the processor 11 of the server device 10 and the display device of the operator terminal 30 function as a “browsing history display unit”.
  • the customer S is the customer terminal 20 for each of the customers S using the service.
  • the server device 10 collects history information of FAQ items related to the browsed service in advance. When there is a service inquiry from the customer S, the server device 10 transmits the FAQ browsing history information of the customer S to the operator terminal 30 operated by the operator who has received the inquiry, and displays the contents thereof. .
  • the operator can respond to inquiries from the customer S while estimating and judging the operation proficiency level, operation tendency, interest level, and confusion level of the customer S in the service.
  • it is easy to grasp the intention of the customer S in the inquiry, and it is possible to give accurate advice to the customer S, so that the customer S can be quickly and sufficiently supported.
  • the quality of response to inquiries from the customer S can be improved, and the customer satisfaction in the service can be sufficiently increased.
  • FIG. 5 is a flowchart showing another example of the process flow (part) in the customer service support system 100.
  • a process according to the same flow as that of the first embodiment is performed except that Step S17 is executed between Step S15 and Step S16. Therefore, detailed description of the contents of processing other than step S17 is omitted.
  • the information of the customer S who has been inquired is transmitted from the operator terminal 30 to the server device 10, and the processor 11 extracts the FAQ browsing history information of the customer S (step S15). Based on the history information, at least one of the operation proficiency level, the operation tendency, the interest level, and the confusion level by the customer S in the service used by the customer S is estimated and evaluated (step S17).
  • the processor 11 of the server device 10 has at least one of the operation proficiency level, the operation tendency, the interest level, and the confusion level of the customer S in the use service together with the data of the FAQ browsing history information of the customer S who has inquired. Is transmitted to the operator terminal 30 (step S16). As a result, not only the FAQ browsing history information by the customer S but also the estimation result of at least one of the operation proficiency level, the operation tendency, the interest level, and the confusion level of the customer S in the use service is included in the operator terminal 30. Is displayed (step S32). As described above, the processor 11 of the server device 10 functions as an “estimation unit”, and the display device of the processor 11 and the operator terminal 30 functions as an “estimation result display unit”.
  • the operator can directly confirm at least one of the operation proficiency level, the operation tendency, the interest level, and the confusion level of the customer S in the service to be used. Since it is possible to respond to inquiries from the customer, it becomes easier to grasp the intention of the customer S in the inquiry. As a result, it is possible to give more accurate advice to the customer S, and support for the customer S can be further enhanced. Thereby, the response quality with respect to the inquiry from the customer S can be further improved, and the customer satisfaction in the service can be further increased.
  • each of the above embodiments is an example for explaining the present invention, and the present invention is not limited to the embodiment.
  • the present invention can be variously modified without departing from the gist thereof.
  • those skilled in the art can replace the resources (hardware resources or software resources) described in the embodiments with equivalents, and such replacements are also included in the scope of the present invention.
  • the FAQ relating to the service can be browsed from the customer terminal 20 in which the register function is developed by installing the register application software which is the service used, and history information of the FAQ items browsed there is collected. Also good. Further, not only the FAQ browsing history information of the customer S who has inquired, but also the FAQ browsing history information and statistical information of a plurality of other customers S having the same attributes as the customer S are extracted and displayed on the operator terminal 30. You may do it. For example, if FAQ browsing history information by a customer S who has made an inquiry and another customer S in the same industry is displayed on the operator terminal 30, the operator confirms general browsing items and operation trends by the customer S in the same industry. Therefore, the customer S can be supported more accurately.
  • the operator follows the customer S's sales or support staff according to the customer's S's operation proficiency level, operation tendency, interest level, or confusion level in the service used by the customer S.
  • An action (visit, phone call, e-mail transmission, etc.) may be instructed.
  • a command signal to that effect may be transmitted from the operator terminal 30 to the server device 10, and the processor 11 may transmit the content of the command to an information terminal used by a sales or support person.
  • the computer for configuring the server device 10 is not limited to the host computer, and may be configured by, for example, a general-purpose communication terminal device, and the function of the server device 10 may be realized by the customer terminal 20. Good (in this case, the server apparatus 10 and the network N are not necessary).
  • the host computer constituting the server device 10 is not necessarily one, and may be composed of a plurality of sub computers distributed on the network N.
  • a gateway server or the like for converting a communication protocol between the server apparatus 10 and the customer terminal 20 and between the server apparatus 10 and the operator terminal 30 may be interposed.
  • the server device 10, the customer terminal 20, or the operator terminal 30 may all be other general-purpose communication terminal devices.
  • the customer support system includes a FAQ presenting unit that presents a FAQ related to a service provided to a customer on a customer terminal operated by the customer;
  • a browsing history collection unit that collects FAQ browsing history information related to the FAQ browsing history by the customer;
  • a storage unit for storing the FAQ browsing history information in association with the customer;
  • the FAQ browsing history information associated with the customer is displayed on an operator terminal operated by an operator;
  • An estimation unit that estimates at least one of the customer's operation proficiency level, operation tendency, interest level, and confusion level;
  • An estimation result display unit for displaying an estimation result by the estimation unit on the operator terminal; May be provided
  • a computer program for customer support is provided:
  • Computer A FAQ presenting section for presenting a FAQ relating to a service provided to a customer to a customer terminal operated by the customer;
  • a browsing history collection unit for collecting FAQ browsing history information related to the FAQ browsing history by the customer;
  • a storage unit for storing the FAQ browsing history information in association with the customer;
  • a browsing history display unit for displaying the FAQ browsing history information associated with the customer on an operator terminal operated by an operator when the customer makes an inquiry about the service;
  • An estimation unit that estimates at least one of customer operation proficiency, operation tendency, interest level, and confusion level, and an estimation result display unit that displays an estimation result by the estimation unit on the operator terminal, It may be made to function as.
  • the present invention it is easy to grasp the customer's intention in the inquiry about the service, and it becomes possible to provide quick and sufficient support to the customer, and as a result, the response quality to the inquiry from the customer is improved, and the customer satisfaction in the service Can be increased. Therefore, it can be widely used for activities such as designing, manufacturing, providing, and selling programs, devices, systems, and methods in the field of providing services that require customer support and follow-up.

Abstract

A customer-correspondence assistance system according to the disclosure of the present invention is provided with: a FAQ presentation unit for presenting FAQs regarding service provided to a customer to a customer terminal operated by the customer; a browsing history collection unit for collecting FAQ browsing history information relating to FAQ browsing history by the customer; a storage unit for storing the FAQ browsing history information in association with the customer; and a browsing history display unit for displaying the FAQ browsing history information associated with the customer on an operator terminal operated by an operator when there has been an inquiry regarding the service from said customer.

Description

顧客対応支援システム、顧客対応支援方法、及び顧客対応支援用コンピュータプログラムCustomer service support system, customer service support method, and computer program for customer service support 関連出願の相互参照Cross-reference of related applications
　本出願は、２０１６年１月７日に出願された日本特許出願番号２０１６－００２０１５に基づくもので、ここにその記載内容を援用する。 This application is based on Japanese Patent Application No. 2016-002015 filed on January 7, 2016, the contents of which are incorporated herein by reference.
　本発明は、顧客対応支援システム、顧客対応支援方法、及び顧客対応支援用コンピュータプログラムに関する。 The present invention relates to a customer response support system, a customer response support method, and a customer response support computer program.
　顧客、ユーザ、利用者（以下まとめて単に「顧客」という）に、ネットワークを介して種々のアプリケーションソフト等を用いたサービス（役務）を提供することが知られている（例えば特許文献１参照）。また、そのようなサービスの提供においては、顧客から頻繁に尋ねられる質問とその回答を含む仮想的な問答集であるいわゆるＦＡＱ（Ｆｒｅｑｕｅｎｔｌｙ　Ａｓｋｅｄ　Ｑｕｅｓｔｉｏｎｓ）をウェブページ上に、又は、個別のファイルとして、公開することもなされている（例えば特許文献２参照）。顧客は、そのサービスを利用するに際して不明点や疑問点等が生じた場合、かかるＦＡＱを参照することにより、同種の質問とその回答を検索することができる。よって、目的とするするＦＡＱが存在すれば、電話、電子メール、チャット等による問い合わせを行わなくとも、不明点や疑問点等を解消することができるので、問い合わせに対する時間と手間を省くことができ、顧客の利便性の向上に寄与し得る。 It is known to provide services (services) using various application software and the like to customers, users and users (hereinafter collectively referred to simply as “customers”) via a network (see, for example, Patent Document 1). . In providing such services, questions frequently asked by customers and so-called FAQ (Frequently Asked Questions), which is a hypothetical collection of answers, are displayed on the web page or as individual files. It is also made public (see, for example, Patent Document 2). When an unclear point or question arises when using the service, the customer can search for the same type of question and its answer by referring to the FAQ. Therefore, if there is a target FAQ, it is possible to eliminate unclear points and questions without making inquiries by telephone, e-mail, chat, etc., so it is possible to save time and effort for inquiries. This can contribute to the improvement of customer convenience.
　ところが、ＦＡＱを参照しても不明点や疑問点等といった問題が解消しない場合、電話、電子メール、チャット等による問い合わせを行う必要が生じる。そのような顧客からの問い合わせに対応するべく、サービスに関して顧客へのフォローを行うオペレータを擁するサポートシステム（カスタマーセンター、ヘルプセンター、コールセンター、ユーザサポートセンター等と呼ばれる。また、「センター」に代えて「デスク」と呼ばれることもある。）が用意されている場合もある（例えば特許文献３参照）。 However, if problems such as unclear points or questions are not resolved even after referring to the FAQ, it is necessary to make inquiries by telephone, e-mail, chat, or the like. In order to respond to such customer inquiries, a support system (referred to as a customer center, a help center, a call center, a user support center, etc.) having an operator who follows the customer about the service. Is sometimes prepared (see Patent Document 3, for example).
特開２００１－３２５５３３号JP 2001-325533 A 特開２０１５－３２１５７公報JP2015-32157A 特開２００２－２４２９１公報JP 2002-24291 A
　ここで、上記従来のサポートシステムでは、顧客からの問い合わせに対する迅速な対応を行うために、公開しているＦＡＱとは別に、個別の問い合わせとして頻繁になされる質疑応答に関するＦＡＱを整備している場合がある（例えば特許文献３参照）。この場合、顧客からの問い合わせを受けたオペレータは、サポートシステムの一環として別途用意されたそのＦＡＱを参照し、回答を検索することにより、顧客からの個別の問い合わせに対応することができる。 Here, in the conventional support system described above, in order to quickly respond to inquiries from customers, in addition to publicly available FAQs, FAQs relating to frequently asked questions and answers are prepared. (See, for example, Patent Document 3). In this case, the operator who has received the inquiry from the customer can respond to the individual inquiry from the customer by referring to the FAQ separately prepared as part of the support system and searching for an answer.
　しかし、このようなサポートシステムでは、顧客からの問い合わせに合致するＦＡＱが存在しない場合には、その問い合わせに対する的を射た回答を迅速に行うことができない傾向にある。また、顧客からの問い合わせが明確ではない場合も多く、そのため、問い合わせ内容における顧客の意向や真意を把握する又は推量するための応対に相当程度の時間を要してしまい、結果として、顧客満足度が低下してしまい、延いては顧客離れを招くおそれがある。 However, in such a support system, when there is no FAQ that matches the inquiry from the customer, there is a tendency that the targeted response to the inquiry cannot be made promptly. In addition, inquiries from customers are often unclear, and as a result, it takes a considerable amount of time to understand or guess the customer's intention and intention in the contents of the inquiry, resulting in customer satisfaction. May decrease, and as a result, customers may be left behind.
　そこで、本発明は、かかる事情に鑑みてなされたものであり、サービスに関する顧客からの問い合わせに対する迅速且つ十分なサポートを行うことにより、応答品質を向上させることができ、その結果、顧客満足度を高めることが可能な顧客対応支援システム、顧客対応支援方法、及び顧客対応支援用コンピュータプログラムを提供することを目的とする。 Therefore, the present invention has been made in view of such circumstances, and by providing quick and sufficient support for inquiries from customers regarding services, it is possible to improve response quality, and as a result, customer satisfaction is improved. It is an object of the present invention to provide a customer response support system, a customer response support method, and a customer response support computer program that can be enhanced.
　本開示の一態様による顧客対応支援システムは、顧客に提供するサービスに関するＦＡＱを、顧客が操作する顧客端末に提示するＦＡＱ提示部と、顧客によるＦＡＱの閲覧履歴に関するＦＡＱ閲覧履歴情報（例えば閲覧項目、閲覧回数、閲覧日時、閲覧順等）を収集（取得）する閲覧履歴収集部と、そのＦＡＱ閲覧履歴情報を顧客（例えば顧客のアカウント、ＩＤ、連絡先（電話番号、メールアドレス等）等）に関連付けて記憶する記憶部と、顧客からサービスに関する問い合わせがあったときに、その顧客に関連付けられたＦＡＱ閲覧履歴情報を、オペレータが操作するオペレータ端末に表示する閲覧履歴表示部を備える。 A customer service support system according to an aspect of the present disclosure includes a FAQ presentation unit that presents a FAQ related to a service provided to a customer on a customer terminal operated by the customer, and FAQ browsing history information regarding a FAQ browsing history by the customer (for example, browsing items) Browsing history collection unit that collects (acquires) browsing frequency, browsing date and time, browsing order, etc., and the FAQ browsing history information to customers (eg, customer account, ID, contact information (phone number, email address, etc.)) And a browsing history display unit for displaying FAQ browsing history information associated with the customer on an operator terminal operated by the operator when a customer inquires about the service.
　また、本開示の一態様による顧客対応支援システムは、顧客のＦＡＱ閲覧履歴情報に基づいて、サービスにおける顧客の操作習熟度、操作傾向、関心度、及び困惑度のうちの少なくとも何れかを推定する推定部と、推定部による推定結果をオペレータ端末に表示する推定結果表示部とを更に備えてもよい。 Further, the customer service support system according to an aspect of the present disclosure estimates at least one of the customer's operation proficiency level, operation tendency, interest level, and confusion level in the service based on the customer's FAQ browsing history information. You may further provide an estimation part and the estimation result display part which displays the estimation result by an estimation part on an operator terminal.
　また、本開示の一態様による顧客対応支援方法は、顧客に提供するサービスに関するＦＡＱを、顧客が操作する顧客端末に提示するステップと、顧客によるＦＡＱの閲覧履歴に関するＦＡＱ閲覧履歴情報を収集するステップと、そのＦＡＱ閲覧履歴情報を顧客に関連付けて記憶するステップと、顧客からサービスに関する問い合わせがあったときに、その顧客に関連付けられたＦＡＱ閲覧履歴情報を、オペレータが操作するオペレータ端末に表示するステップとを含む。 In addition, a customer service support method according to an aspect of the present disclosure includes a step of presenting a FAQ regarding a service provided to a customer on a customer terminal operated by the customer, and a step of collecting FAQ browsing history information regarding a FAQ browsing history by the customer. A step of storing the FAQ browsing history information in association with the customer, and a step of displaying the FAQ browsing history information associated with the customer on the operator terminal operated by the operator when the customer makes an inquiry about the service. Including.
　さらに、本開示の一態様による顧客対応支援用コンピュータプログラムは、コンピュータ（単数又は単一種に限られず、複数又は複数種でもよい；以下同様）を、顧客に提供するサービスに関するＦＡＱを、顧客が操作する顧客端末に提示するＦＡＱ提示部、顧客によるＦＡＱの閲覧履歴に関するＦＡＱ閲覧履歴情報を収集する閲覧履歴収集部、そのＦＡＱ閲覧履歴情報を顧客に関連付けて記憶する記憶部、及び、顧客からサービスに関する問い合わせがあったときに、その顧客に関連付けられたＦＡＱ閲覧履歴情報を、オペレータが操作するオペレータ端末に表示する閲覧履歴表示部として機能させるものである。 Further, the computer program for supporting customer service according to one aspect of the present disclosure is the one in which a customer operates an FAQ relating to a service for providing a customer with a computer (not limited to one or a single type, but may be a plurality or a plurality of types). FAQ presentation unit to be presented to the customer terminal, browsing history collection unit for collecting FAQ browsing history information related to FAQ browsing history by the customer, storage unit for storing the FAQ browsing history information in association with the customer, and service from the customer When there is an inquiry, the FAQ browsing history information associated with the customer is caused to function as a browsing history display unit that is displayed on an operator terminal operated by the operator.
　本開示によれば、顧客に提供されるサービスの利用に関して顧客から問い合わせがあった場合に、その顧客が実際に閲覧したＦＡＱに関するＦＡＱ閲覧履歴情報をオペレータ端末に表示する。したがって、オペレータは、そのサービスにおけるその顧客の操作習熟度、操作傾向、関心度、及び困惑度を推定して判断しつつ、顧客からの問い合わせに対応することができる。これにより、問い合わせにおける顧客の意向を把握し易くなり、また、顧客に対する的確なアドバイスを行うこともできるので、顧客に対する迅速且つ十分なサポートが可能となる。その結果、顧客からの問い合わせに対する応答品質を向上させて、そのサービスにおける顧客満足度を高めることができる。また、このとおり、顧客に対する迅速且つ十分なサポートが可能となるので、処理が速くなり、メモリを節約でき、かつ、通信のデータ量を減らすことができるとともに、処理の信頼性を高めることができる。 According to the present disclosure, when there is an inquiry from a customer regarding use of a service provided to a customer, FAQ browsing history information regarding the FAQ actually browsed by the customer is displayed on the operator terminal. Therefore, the operator can respond to an inquiry from the customer while estimating and judging the operation proficiency level, operation tendency, interest level, and confusion level of the customer in the service. As a result, it is easy to grasp the customer's intention in the inquiry, and accurate advice can be given to the customer, so that quick and sufficient support for the customer is possible. As a result, it is possible to improve the quality of response to inquiries from customers and to increase customer satisfaction in the service. In addition, as described above, since quick and sufficient support can be provided to the customer, the processing can be speeded up, the memory can be saved, the amount of communication data can be reduced, and the processing reliability can be increased. .
本開示による顧客対応支援システムに係るネットワーク構成等の好適な一実施形態を概略的に示すシステムブロック図である。1 is a system block diagram schematically illustrating a preferred embodiment such as a network configuration related to a customer service support system according to the present disclosure. FIG. 本開示による顧客対応支援システムにおけるサーバ装置の構成の一例を概略的に示すシステムブロック図である。It is a system block diagram showing roughly an example of composition of a server apparatus in a customer service support system by this indication. 本開示による顧客対応支援システムにおける顧客端末の構成の一例を概略的に示すシステムブロック図である。It is a system block diagram showing roughly an example of composition of a customer terminal in a customer service support system by this indication. 本開示による顧客対応支援システムにおける処理の流れ（一部）の一例を示すフローチャートである。It is a flowchart which shows an example of the process flow (part) in the customer service support system by this indication. 本開示による顧客対応支援システムにおける処理の流れ（一部）の他の一例を示すフローチャートである。It is a flowchart which shows another example of the process flow (part) in the customer service support system by this indication.
　以下、本開示の実施の形態について詳細に説明する。なお、以下の実施の形態は、本開示を説明するための例示であり、本開示をその実施の形態のみに限定する趣旨ではない。また、本開示は、その要旨を逸脱しない限り、さまざまな変形が可能である。さらに、当業者であれば、以下に述べる各要素を均等なものに置換した実施の形態を採用することが可能であり、かかる実施の形態も本開示の範囲に含まれる。またさらに、必要に応じて示す上下左右等の位置関係は、特に断らない限り、図示の表示に基づくものとする。さらにまた、図面における各種の寸法比率は、その図示の比率に限定されるものではない。 Hereinafter, embodiments of the present disclosure will be described in detail. The following embodiments are examples for explaining the present disclosure, and are not intended to limit the present disclosure only to the embodiments. Further, the present disclosure can be variously modified without departing from the gist thereof. Furthermore, those skilled in the art can employ embodiments in which the elements described below are replaced with equivalent ones, and such embodiments are also included in the scope of the present disclosure. Furthermore, positional relationships such as up, down, left, and right shown as needed are based on the display shown unless otherwise specified. Furthermore, various dimensional ratios in the drawings are not limited to the illustrated ratios.
図１は、本開示による顧客対応支援システムに係るネットワーク構成等の好適な一実施形態を概略的に示すシステムブロック図である。顧客対応支援システム１００は、顧客Ｓが操作する顧客端末２０にネットワークＮを介して電子的に接続されるサーバ装置１０を備える。ここで、ネットワークＮは、例えば、有線ネットワーク（近距離通信網（ＬＡＮ）、広域通信網（ＷＡＮ）、又は付加価値通信網（ＶＡＮ）等）と無線ネットワーク（移動通信網、衛星通信網、ブルートゥース（Bluetooth：登録商標）、ＷｉＦｉ(Wireless Fidelity)、ＨＳＤＰＡ(High Speed Downlink Packet Access)等）が混在して構成される通信網である。
FIG. 1 is a system block diagram schematically illustrating a preferred embodiment such as a network configuration according to a customer service support system according to the present disclosure. The customer service support system 100 includes a server device 10 that is electronically connected to a customer terminal 20 operated by a customer S via a network N. Here, the network N is, for example, a wired network (a short-range communication network (LAN), a wide-area communication network (WAN), a value-added communication network (VAN), etc.) and a wireless network (a mobile communication network, a satellite communication network, a Bluetooth network). (Bluetooth: registered trademark), WiFi (Wireless Fidelity), HSDPA (High Speed Downlink Packet Access), etc.).
サーバ装置１０は、顧客対応支援システム１００の機能の一部又は全部を有するネットワークノードであり、例えば、演算処理能力の高いホストコンピュータによって構成され、そのホストコンピュータにおいて所定のメインプログラム（サーバ用プログラム）が動作することにより、サーバ機能を発現するものである。また、本実施形態におけるサーバ装置１０は、顧客Ｓに提供するサービスの内容の紹介や説明、そのサービスを利用するためのアプリケーションソフト（後述するレジスタアプリケーション等）の公開及びアップロード、そのアプリケーションプログラムのチュートリアルの提示、そのサービスに関するＦＡＱの提示等を行うために開設されたウェブサイトを管理する。 The server device 10 is a network node having a part or all of the functions of the customer service support system 100, and is configured by, for example, a host computer having a high arithmetic processing capability, and a predetermined main program (server program) in the host computer. The server function is expressed by operating. In addition, the server device 10 according to the present embodiment introduces and explains the contents of the service provided to the customer S, publishes and uploads application software (such as a register application to be described later) for using the service, and a tutorial for the application program. And websites established to provide FAQs related to the service.
　図２は、サーバ装置１０の構成の一例を概略的に示すシステムブロック図である。同図に示す如く、サーバ装置１０は、プロセッサ１１、通信インターフェイス１２、及び記憶資源１３を備える。 FIG. 2 is a system block diagram schematically showing an example of the configuration of the server device 10. As shown in the figure, the server device 10 includes a processor 11, a communication interface 12, and a storage resource 13.
　プロセッサ１１は、算術演算、論理演算、ビット演算等を処理する算術論理演算ユニット及び各種レジスタ（プログラムカウンタ、データレジスタ、命令レジスタ、汎用レジスタ等；顧客端末２０とは異なる）から構成され、記憶資源１３に格納されているプログラムＰ１０（顧客獲得支援用コンピュータプログラム）を解釈及び実行し、所定の演算処理結果を出力する。 The processor 11 includes an arithmetic and logic unit for processing arithmetic operations, logical operations, bit operations, and various registers (program counter, data register, instruction register, general-purpose register, etc .; different from the customer terminal 20), and a storage resource. 13 interprets and executes the program P10 (customer acquisition support computer program) stored in 13 and outputs a predetermined calculation processing result.
　このプログラムＰ１０は、上述したメインプログラムの動作中に適宜呼び出されて実行される複数のソフトウェアモジュールを備える。かかるソフトウェアモジュールには、種々の制御演算処理を行う制御モジュール１４、及び、制御モジュール１４による処理結果に基づいて、顧客Ｓ等に表示する画面、通知するテキスト、画像、音声データ等の生成やそれらの表示又は再生処理を行うモジュール（以下まとめて「画像モジュール１５」という）、及び、通信インターフェイス１２を通してネットワークＮとの通信処理等を行う通信モジュール１６が含まれる。ここで、通信インターフェイス１２は、ネットワークＮを介して顧客端末２０に接続するためのハードウェアモジュールであり、例えば、ＩＳＤＮモデム、ＡＤＳＬモデム、ケーブルモデム、光モデム、ソフトモデム等の変調復調装置である。 The program P10 includes a plurality of software modules that are appropriately called and executed during the operation of the main program described above. The software module includes a control module 14 that performs various control calculation processes, and a screen to be displayed on the customer S and the like, a text to be notified, an image, audio data, and the like based on the processing results by the control module 14 And a communication module 16 for performing communication processing with the network N through the communication interface 12 and the like (hereinafter collectively referred to as “image module 15”). Here, the communication interface 12 is a hardware module for connecting to the customer terminal 20 via the network N, and is, for example, a modulation / demodulation device such as an ISDN modem, an ADSL modem, a cable modem, an optical modem, or a soft modem. .
　また、記憶資源１３は、例えば、物理デバイス（ディスクドライブ又は半導体メモリ等のコンピュータ読み取り可能な記録媒体等）の記憶領域が提供する論理デバイスである。この場合、複数の物理デバイスが１つの論理デバイスにマッピングされていてもよく、或いは１つの物理デバイスが複数の論理デバイスにマッピングされていてもよい。さらに、この記憶資源１３には、上述したウェブサイトに表示するための各種コンテンツデータ（例えば、ＦＡＱコンテンツデータ、チュートリアルコンテンツデータ、電子マニュアル等を含む）が記憶されている。また、記憶資源１３には、顧客端末２０からの情報送信履歴に関するログ、閲覧履歴及びそれに関する情報等のほか、制御モジュール１４や画像モジュール１５が処理を実行する際に必要となる適宜の演算パラメータが保存されている。 The storage resource 13 is a logical device provided by a storage area of a physical device (a computer-readable recording medium such as a disk drive or a semiconductor memory), for example. In this case, a plurality of physical devices may be mapped to one logical device, or one physical device may be mapped to a plurality of logical devices. Furthermore, the storage resource 13 stores various content data (including FAQ content data, tutorial content data, an electronic manual, etc.) to be displayed on the above-described website. Further, the storage resource 13 includes appropriate calculation parameters required when the control module 14 and the image module 15 execute processing, in addition to the log related to the information transmission history from the customer terminal 20, the browsing history, and information related thereto. Is saved.
　図３は、顧客端末２０の構成の一例を概略的に示すシステムブロック図である。本実施形態における顧客端末２０は、適宜の情報処理装置、例えば可搬型又は非可搬型のコンピュータであり、上述したウェブサイトを閲覧するためのブラウザやエンジンが動作するものであり、それに加えて、ウェブサイトからダウンロードされた当該サービスを利用するためのアプリケーションソフトが動作するものであってもよい。 FIG. 3 is a system block diagram schematically showing an example of the configuration of the customer terminal 20. The customer terminal 20 in the present embodiment is an appropriate information processing apparatus, for example, a portable or non-portable computer, in which a browser and an engine for browsing the website described above operate, Application software for using the service downloaded from the website may operate.
　具体的には、例えば、タッチパネル等のユーザインターフェイス及び視認性が高いディスプレイを採用し、且つ、ネットワークＮとの通信機能を有するタブレット型端末（スマートフォンに代表される携帯電話を含む）、デスクトップ端末、ノートブック端末、ワークステーション等が挙げられる。なお、サービスを利用するためのアプリケーションソフトとしては、特に制限されず、本実施形態では、例えば、店舗における会計処理や他の付加的な処理（ＰＯＳ（Ｐｏｉｎｔ　ｏｆ　ｓａｌｅ、注文管理、予約管理、顧客管理、帳票管理、売上管理、在庫管理等）を行うことができるレジスタアプリケーションが挙げられる。 Specifically, for example, a tablet-type terminal (including a mobile phone typified by a smartphone) that employs a user interface such as a touch panel and a display with high visibility and has a communication function with the network N, a desktop terminal, Examples include notebook terminals and workstations. The application software for using the service is not particularly limited. In this embodiment, for example, in the store, for example, accounting processing or other additional processing (POS (Point of sale, order management, reservation management, customer Management, form management, sales management, inventory management, etc.).
　また、顧客端末２０は、プロセッサ２１、記憶資源２２、音声入出力デバイス２３（マイクとスピーカーが一体のものも別体のものも含む）、通信インターフェイス２４、入力デバイス２５、表示デバイス２６、カメラ２７等を備える。 The customer terminal 20 includes a processor 21, a storage resource 22, an audio input / output device 23 (including a microphone and a speaker integrated or separate), a communication interface 24, an input device 25, a display device 26, and a camera 27. Etc.
　プロセッサ２１は、算術論理演算ユニット及び各種レジスタ（プログラムカウンタ、データレジスタ、命令レジスタ、汎用レジスタ等）から構成される。また、プロセッサ２１は、記憶資源２２に格納されているプログラムＰ２０を解釈及び実行し、顧客Ｓが入力した指令や情報等をネットワークＮ経由でサーバ装置１０へ送信する。また、プロセッサ２１は、サーバ装置１０から顧客Ｓへ送信された各種コンテンツデータ等を表示デバイス２６へ表示させ、又は、音声データを音声入出力デバイス２３で再生させる。 The processor 21 includes an arithmetic logic unit and various registers (program counter, data register, instruction register, general-purpose register, etc.). In addition, the processor 21 interprets and executes the program P20 stored in the storage resource 22, and transmits a command, information, and the like input by the customer S to the server device 10 via the network N. Further, the processor 21 displays various content data transmitted from the server device 10 to the customer S on the display device 26 or causes the audio input / output device 23 to reproduce the audio data.
　記憶資源２２は、物理デバイス（例えば、ディスクドライブ又は半導体メモリ等のコンピュータ読み取り可能な記録媒体）の記憶領域が提供する論理デバイスであり、顧客端末２０の処理に用いられるオペレーティングシステムプログラム、ドライバプログラム、各種データ等を格納する。ドライバプログラムとしては、例えば、入力デバイス２５を制御するための入力デバイスドライバプログラムや、音声入出力デバイス２３及び表示デバイス２６を制御するための入出力デバイスドライバプログラム等が挙げられる。 The storage resource 22 is a logical device provided by a storage area of a physical device (for example, a computer-readable recording medium such as a disk drive or a semiconductor memory), and an operating system program, a driver program, Stores various data. Examples of the driver program include an input device driver program for controlling the input device 25, an input / output device driver program for controlling the audio input / output device 23 and the display device 26, and the like.
　音声入出力デバイス２３は、例えば、一般的なサウンドデータを再生可能なサウンドプレイヤである。また、通信インターフェイス２４は、サーバ装置１０との接続インターフェイスを提供するものであり、無線通信インターフェイス及び／又は有線通信インターフェイスから構成される。さらに、入力デバイス２５は、顧客Ｓによる情報入力操作を受け付けるインターフェイスを提供するものであり、タッチパネル、キーボード、マウス、情報コードリーダー等を例示することができる。また、表示デバイス２６は、画像表示インターフェイスを顧客Ｓに提供するものであり、例えば、有機ＥＬディスプレイ、液晶ディスプレイ、ＣＲＴディスプレイ等が挙げられる。また、カメラ２７は、適宜の静止画や動画を撮像するためのものである。 The voice input / output device 23 is, for example, a sound player that can reproduce general sound data. The communication interface 24 provides a connection interface with the server device 10 and includes a wireless communication interface and / or a wired communication interface. Furthermore, the input device 25 provides an interface for accepting an information input operation by the customer S, and examples thereof include a touch panel, a keyboard, a mouse, and an information code reader. The display device 26 provides an image display interface to the customer S, and examples thereof include an organic EL display, a liquid crystal display, and a CRT display. The camera 27 is for capturing an appropriate still image or moving image.
　また、オペレータ端末３０は、カスタマーセンター、コールセンター、ユーザサポートセンター等において、顧客Ｓからの電話、メール、チャット等による問い合わせに対応するオペレータが操作する端末である。このオペレータ端末３０は、顧客端末２０と同様に、適宜の情報処理装置、例えば可搬型又は非可搬型のコンピュータであり、基本的な構成は、図２に示す顧客端末２０の構成と同様であるので、ここでの詳細な説明は省略する。 Further, the operator terminal 30 is a terminal operated by an operator who responds to inquiries from the customer S by telephone, e-mail, chat or the like at a customer center, a call center, a user support center or the like. The operator terminal 30 is an appropriate information processing apparatus, for example, a portable or non-portable computer, similar to the customer terminal 20, and the basic configuration is the same as the configuration of the customer terminal 20 shown in FIG. Therefore, detailed description here is omitted.
（第１実施形態）
　以上のとおり構成された顧客対応支援システム１００における処理動作の一例について、以下に説明する。図４は、顧客対応支援システム１００における処理の流れ（一部）の一例を示すフローチャートである。なお、以下の各処理では、サーバ装置１０と顧客端末２０との通信、及び、サーバ装置１０とオペレータ端末３０との通信は、サーバ装置１０、顧客端末２０、及びオペレータ端末３０のそれぞれのプロセッサによる制御指令に基づいて実行される。 (First embodiment)
An example of the processing operation in the customer support system 100 configured as described above will be described below. FIG. 4 is a flowchart illustrating an example of a process flow (part) in the customer service support system 100. In the following processes, the communication between the server device 10 and the customer terminal 20 and the communication between the server device 10 and the operator terminal 30 are performed by the respective processors of the server device 10, the customer terminal 20, and the operator terminal 30. It is executed based on the control command.
＜顧客ＳによるＦＡＱ閲覧、及び、サーバ装置１０によるＦＡＱ閲覧履歴情報の収集＞
　まず、顧客Ｓが顧客端末２０においてウェブブラウザを起動し、顧客Ｓが利用するサービスである例えばレジスタアプリケーションソフトに関するウェブサイトを表示する。当該ウェブサイトには、サービスを利用するためのアカウント（ＩＤ）を作成して登録している顧客Ｓ向けのログイン画面が用意されている。ここで、顧客Ｓが、アカウント名とパスワードを入力し、その情報がサーバ装置１０で認証されると、ログインが完了する（ステップＳ２１）し、サーバ装置１０から、アカウント登録されている顧客Ｓ向けのウェブページデータが顧客端末２０へ送信され（ステップＳ１１）、顧客端末２０に当該ウェブページが表示される。 <FAQ browsing by customer S and collection of FAQ browsing history information by server device 10>
First, the customer S starts a web browser on the customer terminal 20 and displays a website relating to, for example, register application software, which is a service used by the customer S. The website has a login screen for the customer S who has created and registered an account (ID) for using the service. Here, when the customer S inputs the account name and password and the information is authenticated by the server device 10, the login is completed (step S21). Web page data is transmitted to the customer terminal 20 (step S11), and the web page is displayed on the customer terminal 20.
　このウェブページには、顧客Ｓが利用するサービスに関して、顧客Ｓをサポートするためのコンテンツが含まれている。顧客Ｓが、各種コンテンツのなかから、例えばＦＡＱコンテンツの表示を選択する（ステップＳ２２）と、サーバ装置１０から、例えばＦＡＱのカテゴリリストのデータが顧客端末２０へ送信され（ステップＳ１２）、顧客端末２０に当該カテゴリリストが表示される。一例として、このカテゴリリストは階層化されており、大カテゴリの項目を顧客Ｓが選択することにより、プルダウン形式で、その大カテゴリに属する小カテゴリ、又は、各ＦＡＱ項目が表示される。 This web page includes contents for supporting the customer S regarding the service used by the customer S. When the customer S selects, for example, display of FAQ content from various contents (step S22), for example, FAQ category list data is transmitted from the server device 10 to the customer terminal 20 (step S12). The category list is displayed at 20. As an example, this category list is hierarchized, and when the customer S selects an item of a large category, a small category or each FAQ item belonging to the large category is displayed in a pull-down format.
　かかるＦＡＱのカテゴリリスト（大カテゴリ及び小カテゴリ）としては、以下の例が挙げられる。また、このとき、サーバ装置１０は、ＦＡＱのカテゴリリストに加え、最近よくある質問、注目されているＦＡＱ項目等を、顧客端末２０に併せて表示してもよい。このとおり、主としてサーバ装置１０のプロセッサ１１と顧客端末２０のプロセッサ２１及び表示デバイス２６が、「ＦＡＱ提示部」として機能する。 Examples of the FAQ category list (large category and small category) include the following examples. At this time, in addition to the FAQ category list, the server device 10 may display frequently asked questions, FAQ items that are attracting attention, and the like on the customer terminal 20. As described above, the processor 11 of the server device 10, the processor 21 of the customer terminal 20, and the display device 26 mainly function as a “FAQ presenting unit”.
［ＦＡＱのカテゴリリストの例］
・初期設定：マニュアル、アプリのダウンロード、アカウント作成、ログイン、店舗情報登録、消費税設定、席の管理、レジ担当者登録等
・基本操作：来店時対応、注文入力、会計（現金、現金以外）、タブレット利用、パソコン利用、画面内容等
・商品管理：商品カテゴリ登録、販売商品登録、商品情報登録、在庫管理、在庫情報編集、商品バーコード等
・会計関連：支払方法設定、複数支払方法の同時利用、割引設定、会計データ修正
・売上管理：売上データ確認、売上データのダウンロード、売上データ削除、商品別売上分析、精算レシート等
・予約管理：予約台帳、予約リスト、予約スケジュール等
・顧客（利用サービスのユーザである顧客Ｓではなく、顧客Ｓの「顧客」を示す）管理：顧客情報登録、顧客情報編集、顧客情報検索、顧客情報削除等
・周辺機器：プリンター、精算レシート発行、バーコードリーダー、ラベルプリンター、トラブル対応
・よくある質問：一覧、利用サービスの導入当初によくある質問、最近よくある質問等 [Example of FAQ category list]
・ Initial settings: Manual, application download, account creation, login, store information registration, consumption tax setting, seat management, cashier manager registration, etc. ・ Basic operations: Correspondence at store visit, order entry, accounting (cash, other than cash) , Use of tablet, use of PC, screen contents, etc. ・ Product management: Product category registration, sales product registration, product information registration, inventory management, inventory information editing, product barcode etc. ・ Accounting related: Payment method setting, multiple payment methods at the same time Use, discount setting, accounting data correction / sales management: sales data confirmation, sales data download, sales data deletion, sales analysis by product, settlement receipt, etc./reservation management: reservation ledger, reservation list, reservation schedule, etc./customer (use Management: customer information registration, customer information editing, customer information search Customer information or deletion peripherals: printers, payment receipt, bar code reader, label printer, troubleshooting, FAQ: List, is often the initial introduction of the use of service questions, recently frequently asked questions, etc.
　次に、顧客Ｓが、ＦＡＱカテゴリリストを検索し、それらのカテゴリ表示のなかから、不明点や疑問点に関するＦＡＱ項目を選択する（ステップＳ２３）と、サーバ装置１０から、選択されたＦＡＱ項目のデータが顧客端末２０へ送信され（ステップＳ１３）、顧客端末２０に当該ＦＡＱ項目（Ｑ ａｎｄ　Ａ）の内容が表示される。 Next, when the customer S searches the FAQ category list and selects an FAQ item related to an unknown point or a questionable point from the category display (step S23), the server device 10 selects the FAQ item selected. Data is transmitted to the customer terminal 20 (step S13), and the contents of the FAQ item (Q and A) are displayed on the customer terminal 20.
　これにより、顧客ＳがそのＦＡＱ項目の内容を閲覧する（ステップＳ２４）とともに、サーバ装置１０は、顧客ＳによるそのＦＡＱ閲覧履歴情報、すなわち、顧客Ｓが閲覧したＦＡＱ項目、閲覧日時、及び閲覧時間を、顧客Ｓの基本情報（例えばアカウントＩＤ、連絡先）や属性（業種、業態、性別、年齢等）に関連付けて、記憶資源１３に記憶する（ステップＳ１４）。このとおり、主としてサーバ装置１０のプロセッサ１１が「閲覧履歴収集部」として機能し、また、サーバ装置１０の記憶資源１３が「記憶部」として機能する。 As a result, the customer S browses the contents of the FAQ item (step S24), and the server device 10 displays the FAQ browsing history information by the customer S, that is, the FAQ item browsed by the customer S, the browsing date and time, and the browsing time. Are stored in the storage resource 13 in association with the basic information (for example, account ID, contact information) and attributes (business type, business category, sex, age, etc.) of the customer S (step S14). As described above, the processor 11 of the server device 10 mainly functions as a “browsing history collection unit”, and the storage resource 13 of the server device 10 functions as a “storage unit”.
　続いて、顧客Ｓは、必要に応じて、他のＦＡＱ項目を閲覧したり、他のコンテンツを表示したりといったその他の操作を行った（ステップＳ２５）後、そのウェブサイトから適宜ログアウトする（ステップＳ２６）。一方、サーバ装置１０のプロセッサ１１は、顧客ＳのＦＡＱ閲覧があった場合、以上のようにして、その都度、ＦＡＱ閲覧履歴情報を収集し、記憶資源１３に記憶してデータを蓄積していく。 Subsequently, the customer S performs other operations such as browsing other FAQ items or displaying other contents as necessary (step S25), and then logs out from the website as appropriate (step S25). S26). On the other hand, the processor 11 of the server apparatus 10 collects the FAQ browsing history information and stores it in the storage resource 13 every time when the FAQ browsing of the customer S is performed as described above. .
＜顧客ＳのＦＡＱ閲覧履歴情報の表示＞
　以上の処理とは別に、ＦＡＱ項目を検索したりその内容を閲覧したりしても、利用サービスの操作等における顧客Ｓの不明点や疑問点が解消しない場合、顧客Ｓは、オペレータを擁するサポートシステム（カスタマーセンター、ヘルプセンター、コールセンター、ユーザサポートセンター等）に対して問い合わせを行うことができる。かかる問い合わせがあった場合、サポートシステムのオペレータは、その顧客Ｓの情報（例えば顧客のアカウント、ＩＤ、連絡先（電話番号、メールアドレス等）等）を、オペレータ端末３０からサーバ装置１０へ送信する（ステップＳ３１）。 <Display of FAQ browsing history information of customer S>
In addition to the above processing, if searching for FAQ items or browsing their contents does not resolve the unclear points or questions of the customer S in the operation of the service used, the customer S has support with an operator. Inquiries can be made to the system (customer center, help center, call center, user support center, etc.). When there is such an inquiry, the operator of the support system transmits information of the customer S (for example, customer account, ID, contact information (telephone number, mail address, etc.)) from the operator terminal 30 to the server device 10. (Step S31).
　顧客Ｓの情報を受信したサーバ装置１０のプロセッサ１１は、その顧客Ｓに関連付けて記憶資源１３に記憶・蓄積されているＦＡＱ閲覧履歴情報を抽出し（ステップＳ１５）、その顧客ＳのＦＡＱ閲覧履歴情報のデータを、オペレータ端末３０へ送信する（ステップＳ１６）。これにより、顧客ＳによるそれまでのＦＡＱ閲覧履歴情報が、オペレータ端末３０に表示される（ステップＳ３２）。こうして、オペレータは、その顧客Ｓが閲覧したＦＡＱ項目の内容を確認しながら、顧客Ｓからの問い合わせに対応することができる。このとおり、サーバ装置１０のプロセッサ１１とオペレータ端末３０の表示デバイスが「閲覧履歴表示部」として機能する。 The processor 11 of the server device 10 that has received the information of the customer S extracts the FAQ browsing history information stored and stored in the storage resource 13 in association with the customer S (step S15), and the FAQ browsing history of the customer S is extracted. Information data is transmitted to the operator terminal 30 (step S16). Thereby, FAQ browsing history information by the customer S is displayed on the operator terminal 30 (step S32). In this way, the operator can respond to the inquiry from the customer S while confirming the contents of the FAQ item browsed by the customer S. As described above, the processor 11 of the server device 10 and the display device of the operator terminal 30 function as a “browsing history display unit”.
　このように構成された顧客対応支援システム１００、それを用いた顧客対応支援方法、及び顧客対応支援用コンピュータプログラムによれば、サービスを利用する顧客Ｓのそれぞれについて、その顧客Ｓが顧客端末２０で閲覧したそのサービスに関するＦＡＱ項目の履歴情報を、サーバ装置１０が予め収集しておく。そして、その顧客Ｓからサービスに関する問い合わせがあった場合に、サーバ装置１０は、問い合わせを受けたオペレータが操作するオペレータ端末３０に、その顧客ＳのＦＡＱ閲覧履歴情報を送信し、その内容を表示する。 According to the customer support support system 100 configured as described above, the customer support support method using the same, and the computer program for customer support support, the customer S is the customer terminal 20 for each of the customers S using the service. The server device 10 collects history information of FAQ items related to the browsed service in advance. When there is a service inquiry from the customer S, the server device 10 transmits the FAQ browsing history information of the customer S to the operator terminal 30 operated by the operator who has received the inquiry, and displays the contents thereof. .
　したがって、オペレータは、そのサービスにおけるその顧客Ｓの操作習熟度、操作傾向、関心度、及び困惑度を推定して判断しつつ、顧客Ｓからの問い合わせに対応することができる。これにより、問い合わせにおける顧客Ｓの意向を把握し易くなり、また、顧客Ｓに対する的確なアドバイスを行うこともできるので、顧客Ｓに対する迅速且つ十分なサポートが可能となる。その結果、顧客Ｓからの問い合わせに対する応答品質を向上させて、そのサービスにおける顧客満足度を十分に高めることができる。 Therefore, the operator can respond to inquiries from the customer S while estimating and judging the operation proficiency level, operation tendency, interest level, and confusion level of the customer S in the service. As a result, it is easy to grasp the intention of the customer S in the inquiry, and it is possible to give accurate advice to the customer S, so that the customer S can be quickly and sufficiently supported. As a result, the quality of response to inquiries from the customer S can be improved, and the customer satisfaction in the service can be sufficiently increased.
（第２実施形態）
　図５は、顧客対応支援システム１００における処理の流れ（一部）の他の一例を示すフローチャートである。本実施形態は、ステップＳ１５とステップＳ１６の間に、ステップＳ１７を実行すること以外は、第１実施形態と同等のフローによる処理を行う。よって、ステップＳ１７以外の処理の内容については、詳細な説明を省略する。 (Second Embodiment)
FIG. 5 is a flowchart showing another example of the process flow (part) in the customer service support system 100. In the present embodiment, a process according to the same flow as that of the first embodiment is performed except that Step S17 is executed between Step S15 and Step S16. Therefore, detailed description of the contents of processing other than step S17 is omitted.
　すなわち、問い合わせのあった顧客Ｓの情報が、オペレータ端末３０からサーバ装置１０へ送信され、プロセッサ１１がその顧客ＳのＦＡＱ閲覧履歴情報を抽出した（ステップＳ１５）後、プロセッサ１１は、そのＦＡＱ閲覧履歴情報に基づいて、顧客Ｓが利用するサービスにおける顧客Ｓによる操作習熟度、操作傾向、関心度、及び困惑度のうちの少なくとも何れかを推定評価する（ステップＳ１７）。 That is, the information of the customer S who has been inquired is transmitted from the operator terminal 30 to the server device 10, and the processor 11 extracts the FAQ browsing history information of the customer S (step S15). Based on the history information, at least one of the operation proficiency level, the operation tendency, the interest level, and the confusion level by the customer S in the service used by the customer S is estimated and evaluated (step S17).
　具体的には、「操作習熟度」、「関心度」、及び「困惑度」に関しては、例えば各ＦＡＱ項目の内容に応じて、それらの程度を予め数値化しておき、サーバ装置１０のプロセッサ１１により、顧客Ｓが閲覧したＦＡＱ項目のそれらの数値を合算し、大カテゴリ及び／又は小カテゴリ毎に「操作習熟度」、「関心度」、及び「困惑度」を点数化する。そして、プロセッサ１１により、それらの点数に応じて、その顧客Ｓの「操作習熟度」、「関心度」、及び「困惑度」のレベル判定（例えば「高」、「中」、「低」等の段階を設ける）を大カテゴリ及び／又は小カテゴリ毎に行う。また、「操作傾向」に関しては、プロセッサ１１により、上述した合算点数が多い大カテゴリ及び／又は小カテゴリを抽出し、顧客Ｓがその大カテゴリ及び／又は小カテゴリに関する操作を多く行う傾向にあるといった推定を行う。 Specifically, regarding the “operation proficiency level”, “interest level”, and “confusedness level”, for example, according to the contents of each FAQ item, their degrees are digitized in advance, and the processor 11 of the server device 10 Thus, the numerical values of the FAQ items browsed by the customer S are added together, and the “operation proficiency level”, “interest level”, and “confused level” are scored for each large category and / or small category. Then, the processor 11 determines the level of the “operation proficiency level”, “interest level”, and “confusedness level” of the customer S (for example, “high”, “medium”, “low”, etc.). Are provided for each of the large category and / or the small category. Regarding “operation tendency”, the processor 11 extracts a large category and / or a small category having a large total score as described above, and the customer S tends to perform many operations related to the large category and / or the small category. Make an estimate.
　それから、サーバ装置１０のプロセッサ１１は、問い合わせのあった顧客ＳのＦＡＱ閲覧履歴情報のデータとともに、利用サービスにおける顧客Ｓの操作習熟度、操作傾向、関心度、及び困惑度のうちの少なくとも何れかの推定結果のデータを、オペレータ端末３０へ送信する（ステップＳ１６）。これにより、顧客ＳによるそれまでのＦＡＱ閲覧履歴情報だけではなく、利用サービスにおける顧客Ｓの操作習熟度、操作傾向、関心度、及び困惑度のうちの少なくとも何れかの推定結果も、オペレータ端末３０に表示される（ステップＳ３２）。このとおり、サーバ装置１０のプロセッサ１１が「推定部」として機能し、プロセッサ１１及びオペレータ端末３０の表示デバイスが「推定結果表示部」として機能する。 Then, the processor 11 of the server device 10 has at least one of the operation proficiency level, the operation tendency, the interest level, and the confusion level of the customer S in the use service together with the data of the FAQ browsing history information of the customer S who has inquired. Is transmitted to the operator terminal 30 (step S16). As a result, not only the FAQ browsing history information by the customer S but also the estimation result of at least one of the operation proficiency level, the operation tendency, the interest level, and the confusion level of the customer S in the use service is included in the operator terminal 30. Is displayed (step S32). As described above, the processor 11 of the server device 10 functions as an “estimation unit”, and the display device of the processor 11 and the operator terminal 30 functions as an “estimation result display unit”.
　このように構成された本実施形態によれば、オペレータは、利用サービスにおける顧客Ｓの操作習熟度、操作傾向、関心度、及び困惑度のうちの少なくとも何れかを、直接確認しながら、顧客Ｓからの問い合わせに対応することができるので、問い合わせにおける顧客Ｓの意向を把握することが更に容易になる。その結果、顧客Ｓに対する更に的確なアドバイスを行うことが可能になり、顧客Ｓに対するサポートを更に充実させることができる。これにより、顧客Ｓからの問い合わせに対する応答品質を一層向上させて、そのサービスにおける顧客満足度を更に高めることができる。 According to the present embodiment configured as described above, the operator can directly confirm at least one of the operation proficiency level, the operation tendency, the interest level, and the confusion level of the customer S in the service to be used. Since it is possible to respond to inquiries from the customer, it becomes easier to grasp the intention of the customer S in the inquiry. As a result, it is possible to give more accurate advice to the customer S, and support for the customer S can be further enhanced. Thereby, the response quality with respect to the inquiry from the customer S can be further improved, and the customer satisfaction in the service can be further increased.
　なお、上述したとおり、上記の各実施形態は、本発明を説明するための一例であり、本発明をその実施形態に限定する趣旨ではない。また、本発明は、その要旨を逸脱しない限り、様々な変形が可能である。例えば、当業者であれば、実施形態で述べたリソース（ハードウェア資源又はソフトウェア資源）を均等物に置換することが可能であり、そのような置換も本発明の範囲に含まれる。 As described above, each of the above embodiments is an example for explaining the present invention, and the present invention is not limited to the embodiment. The present invention can be variously modified without departing from the gist thereof. For example, those skilled in the art can replace the resources (hardware resources or software resources) described in the embodiments with equivalents, and such replacements are also included in the scope of the present invention.
　また、利用サービスである例えばレジスタアプリケーションソフトがインストールされてレジスタ機能が発現された顧客端末２０から、当該サービスに関するＦＡＱを閲覧できる構成とし、そこで閲覧されたＦＡＱ項目の履歴情報を収集するようにしてもよい。さらに、問い合わせのあった顧客ＳのＦＡＱ閲覧履歴情報だけではなく、その顧客Ｓと同じ属性を有する他の複数の顧客ＳのＦＡＱ閲覧履歴情報やその統計情報を抽出し、オペレータ端末３０に表示するようにしてもよい。例えば、問い合わせのあった顧客Ｓと同業種の他の顧客ＳによるＦＡＱ閲覧履歴情報をオペレータ端末３０に表示すれば、オペレータは、同業種の顧客Ｓによる一般的な閲覧項目や操作傾向を確認することができ、顧客Ｓに対してより的確なサポート対応を行い得る。 In addition, it is configured such that the FAQ relating to the service can be browsed from the customer terminal 20 in which the register function is developed by installing the register application software which is the service used, and history information of the FAQ items browsed there is collected. Also good. Further, not only the FAQ browsing history information of the customer S who has inquired, but also the FAQ browsing history information and statistical information of a plurality of other customers S having the same attributes as the customer S are extracted and displayed on the operator terminal 30. You may do it. For example, if FAQ browsing history information by a customer S who has made an inquiry and another customer S in the same industry is displayed on the operator terminal 30, the operator confirms general browsing items and operation trends by the customer S in the same industry. Therefore, the customer S can be supported more accurately.
　またさらに、オペレータは、顧客Ｓが利用するサービスにおける顧客Ｓによる操作習熟度、操作傾向、関心度、又は困惑度に応じて、当該サービスの営業又はサポート担当者に対して、その顧客Ｓに対するフォロー行動（訪問、電話、電子メール送信等）を指示するようにしてもよい。この場合、オペレータ端末３０から、その旨の指令信号をサーバ装置１０へ送信し、プロセッサ１１が、営業又はサポート担当者が使用する情報端末に、その指令の内容を送信するようにしてもよい。 Furthermore, the operator follows the customer S's sales or support staff according to the customer's S's operation proficiency level, operation tendency, interest level, or confusion level in the service used by the customer S. An action (visit, phone call, e-mail transmission, etc.) may be instructed. In this case, a command signal to that effect may be transmitted from the operator terminal 30 to the server device 10, and the processor 11 may transmit the content of the command to an information terminal used by a sales or support person.
　また、サーバ装置１０を構成するためのコンピュータは、ホストコンピュータに制限されず、例えば、汎用の通信端末装置によって構成されてもよく、サーバ装置１０の機能を顧客端末２０で実現するようにしてもよい（この場合、サーバ装置１０及びネットワークＮは必要ない）。さらにまた、サーバ装置１０を構成するホストコンピュータは、必ずしも１台である必要はなく、ネットワークＮ上に分散する複数のサブコンピュータから構成されてもよい。さらにまた、サーバ装置１０と顧客端末２０、及び、サーバ装置１０とオペレータ端末３０との間には、両者間の通信プロトコルを変換するゲートウェイサーバ等が介在してももちろんよい。また、サーバ装置１０、顧客端末２０、又はオペレータ端末３０は、いずれも他の汎用の通信端末装置であってもよい。 Further, the computer for configuring the server device 10 is not limited to the host computer, and may be configured by, for example, a general-purpose communication terminal device, and the function of the server device 10 may be realized by the customer terminal 20. Good (in this case, the server apparatus 10 and the network N are not necessary). Furthermore, the host computer constituting the server device 10 is not necessarily one, and may be composed of a plurality of sub computers distributed on the network N. Furthermore, of course, a gateway server or the like for converting a communication protocol between the server apparatus 10 and the customer terminal 20 and between the server apparatus 10 and the operator terminal 30 may be interposed. Further, the server device 10, the customer terminal 20, or the operator terminal 30 may all be other general-purpose communication terminal devices.
　また、本開示による顧客対応支援システムは、顧客に提供するサービスに関するＦＡＱを、顧客が操作する顧客端末に提示するＦＡＱ提示部と、
　前記顧客による前記ＦＡＱの閲覧履歴に関するＦＡＱ閲覧履歴情報を収集する閲覧履歴収集部と、
　前記ＦＡＱ閲覧履歴情報を前記顧客に関連付けて記憶する記憶部と、
　前記顧客から前記サービスに関する問い合わせがあったときに、該顧客に関連付けられた前記ＦＡＱ閲覧履歴情報を、オペレータが操作するオペレータ端末に表示する閲覧履歴表示部と、
　前記ＦＡＱの各項目に対して予め数値化された前記操作習熟度、操作傾向、関心度、及び困惑度のそれぞれの程度と、前記顧客の前記ＦＡＱ閲覧履歴情報とに基づいて、前記サービスにおける該顧客の操作習熟度、操作傾向、関心度、及び困惑度のうちの少なくとも何れかを推定する推定部と、
　前記推定部による推定結果を前記オペレータ端末に表示する推定結果表示部と、
を備えてもよい Further, the customer support system according to the present disclosure includes a FAQ presenting unit that presents a FAQ related to a service provided to a customer on a customer terminal operated by the customer;
A browsing history collection unit that collects FAQ browsing history information related to the FAQ browsing history by the customer;
A storage unit for storing the FAQ browsing history information in association with the customer;
When there is an inquiry about the service from the customer, the FAQ browsing history information associated with the customer is displayed on an operator terminal operated by an operator;
Based on the respective degrees of the operation proficiency level, the operation tendency, the interest level, and the confusion level, which have been digitized in advance for each item of the FAQ, and the FAQ browsing history information of the customer, An estimation unit that estimates at least one of the customer's operation proficiency level, operation tendency, interest level, and confusion level;
An estimation result display unit for displaying an estimation result by the estimation unit on the operator terminal;
May be provided
　さらに、前記オペレータの指示により、前記推定された顧客の操作習熟度、操作傾向、関心度、又は困惑度に応じて、前記顧客に対するフォロー行動として前記顧客の訪問、前記顧客への電話、及び前記顧客への電子メールの送信のうちの少なくとも何れかを指示する指令を、営業又はサポート担当者が使用する情報端末へ送信するようにしてもよい。 Further, according to the instruction of the operator, the customer visit, the phone call to the customer, and the customer as follow actions for the customer according to the estimated operation proficiency level, operation tendency, interest level, or confusion level of the customer, and You may make it transmit the instruction | command which instruct | indicates at least any one of the transmission of the email to a customer to the information terminal which a sales or support person in charge uses.
　また、本開示による顧客対応支援用コンピュータプログラムは、
　コンピュータを、
　顧客に提供するサービスに関するＦＡＱを、顧客が操作する顧客端末に提示するＦＡＱ提示部、
　前記顧客による前記ＦＡＱの閲覧履歴に関するＦＡＱ閲覧履歴情報を収集する閲覧履歴収集部、
　前記ＦＡＱ閲覧履歴情報を前記顧客に関連付けて記憶する記憶部、
　前記顧客から前記サービスに関する問い合わせがあったときに、該顧客に関連付けられた前記ＦＡＱ閲覧履歴情報を、オペレータが操作するオペレータ端末に表示する閲覧履歴表示部、
　前記ＦＡＱの各項目に対して予め数値化された前記操作習熟度、操作傾向、関心度、及び困惑度のそれぞれの程度と、前記顧客の前記ＦＡＱ閲覧履歴情報とに基づいて、前記サービスにおける該顧客の操作習熟度、操作傾向、関心度、及び困惑度のうちの少なくとも何れかを推定する推定部、及び
　前記推定部による推定結果を前記オペレータ端末に表示する推定結果表示部、
として機能させるものであってもよい。 In addition, a computer program for customer support according to the present disclosure is provided:
Computer
A FAQ presenting section for presenting a FAQ relating to a service provided to a customer to a customer terminal operated by the customer;
A browsing history collection unit for collecting FAQ browsing history information related to the FAQ browsing history by the customer;
A storage unit for storing the FAQ browsing history information in association with the customer;
A browsing history display unit for displaying the FAQ browsing history information associated with the customer on an operator terminal operated by an operator when the customer makes an inquiry about the service;
Based on the respective degrees of the operation proficiency level, the operation tendency, the interest level, and the confusion level, which have been digitized in advance for each item of the FAQ, and the FAQ browsing history information of the customer, An estimation unit that estimates at least one of customer operation proficiency, operation tendency, interest level, and confusion level, and an estimation result display unit that displays an estimation result by the estimation unit on the operator terminal,
It may be made to function as.
　本発明によれば、サービスに関する問い合わせにおける顧客の意向を把握し易く、顧客に対する迅速且つ十分なサポートが可能となり、その結果、顧客からの問い合わせに対する応答品質を向上させて、そのサービスにおける顧客満足度を高めることができる。したがって、顧客へのサポートやフォローが必要なサービスを提供する分野における、プログラム、装置、システム、及び方法の設計、製造、提供、販売等の活動に広く利用することができる According to the present invention, it is easy to grasp the customer's intention in the inquiry about the service, and it becomes possible to provide quick and sufficient support to the customer, and as a result, the response quality to the inquiry from the customer is improved, and the customer satisfaction in the service Can be increased. Therefore, it can be widely used for activities such as designing, manufacturing, providing, and selling programs, devices, systems, and methods in the field of providing services that require customer support and follow-up.
１０ サーバ装置
１１ プロセッサ
１２ 通信インターフェイス
１３ 記憶資源
１４ 制御モジュール
１５ 画像モジュール
１６ 通信モジュール
２０　顧客端末
２１　プロセッサ
２２　記憶資源
２３　音声入出力デバイス
２４　通信インターフェイス
２５　入力デバイス
２６　表示デバイス
２７　カメラ
３０　オペレータ端末
１００　顧客対応支援システム
Ｎ　ネットワーク
Ｐ１０　プログラム
Ｐ２０　プログラム
Ｓ　顧客 DESCRIPTION OF SYMBOLS 10 Server apparatus 11 Processor 12 Communication interface 13 Storage resource 14 Control module 15 Image module 16 Communication module 20 Customer terminal 21 Processor 22 Storage resource 23 Voice input / output device 24 Communication interface 25 Input device 26 Display device 27 Camera 30 Operator terminal 100 Customer correspondence Support system N Network P10 Program P20 Program S Customer

Claims (8)

  1. 　顧客に提供するサービスに関するＦＡＱを、顧客が操作する顧客端末に提示するＦＡＱ提示部と、
    　前記顧客による前記ＦＡＱの閲覧履歴に関するＦＡＱ閲覧履歴情報を収集する閲覧履歴収集部と、
    　前記ＦＡＱ閲覧履歴情報を前記顧客に関連付けて記憶する記憶部と、
    　前記顧客から前記サービスに関する問い合わせがあったときに、該顧客に関連付けられた前記ＦＡＱ閲覧履歴情報を、オペレータが操作するオペレータ端末に表示する閲覧履歴表示部と、
    を備える顧客対応支援システム。     A FAQ presenting section for presenting a FAQ relating to a service provided to a customer to a customer terminal operated by the customer;
    A browsing history collection unit that collects FAQ browsing history information related to the FAQ browsing history by the customer;
    A storage unit for storing the FAQ browsing history information in association with the customer;
    When there is an inquiry about the service from the customer, the FAQ browsing history information associated with the customer is displayed on an operator terminal operated by an operator;
    A customer service support system.
  2. 　前記顧客の前記ＦＡＱ閲覧履歴情報に基づいて、前記サービスにおける該顧客の操作習熟度、操作傾向、関心度、及び困惑度のうちの少なくとも何れかを推定する推定部と、
    　前記推定部による推定結果を前記オペレータ端末に表示する推定結果表示部と、
    を更に備える請求項１記載の顧客対応支援システム。     Based on the FAQ browsing history information of the customer, an estimation unit that estimates at least one of the customer's operation proficiency level, operation tendency, interest level, and confusion level in the service;
    An estimation result display unit for displaying an estimation result by the estimation unit on the operator terminal;
    The customer support system according to claim 1, further comprising:
  3. 　前記ＦＡＱの各項目に対して予め数値化された前記操作習熟度、操作傾向、関心度、及び困惑度のそれぞれの程度と、前記顧客の前記ＦＡＱ閲覧履歴情報とに基づいて、前記サービスにおける該顧客の操作習熟度、操作傾向、関心度、及び困惑度のうちの少なくとも何れかを推定する推定部と、
    　前記推定部による推定結果を前記オペレータ端末に表示する推定結果表示部と、
    を備える請求項１記載の顧客対応支援システム。     Based on the respective degrees of the operation proficiency level, the operation tendency, the interest level, and the confusion level, which have been digitized in advance for each item of the FAQ, and the FAQ browsing history information of the customer, An estimation unit that estimates at least one of the customer's operation proficiency level, operation tendency, interest level, and confusion level;
    An estimation result display unit for displaying an estimation result by the estimation unit on the operator terminal;
    The customer support system according to claim 1, further comprising:
  4. 　前記オペレータの指示により、前記推定された顧客の操作習熟度、操作傾向、関心度、又は困惑度に応じて、前記顧客に対するフォロー行動として前記顧客の訪問、前記顧客への電話、及び前記顧客への電子メールの送信のうちの少なくとも何れかを指示する指令を、営業又はサポート担当者が使用する情報端末へ送信する、
    請求項３記載の顧客対応支援システム。     According to the instructions of the operator, according to the estimated operation proficiency level, operational tendency, interest level, or confusion level of the customer, the customer visits the customer, calls the customer, and the customer as follow actions for the customer. A command for instructing at least one of the transmission of e-mails to an information terminal used by a sales or support person,
    The customer service support system according to claim 3.
  5. 　顧客に提供するサービスに関するＦＡＱを、顧客が操作する顧客端末に提示するステップと、
    　前記顧客による前記ＦＡＱの閲覧履歴に関するＦＡＱ閲覧履歴情報を収集するステップと、
    　前記ＦＡＱ閲覧履歴情報を前記顧客に関連付けて記憶するステップと、
    　前記顧客から前記サービスに関する問い合わせがあったときに、該顧客に関連付けられた前記ＦＡＱ閲覧履歴情報を、オペレータが操作するオペレータ端末に表示するステップと、
    を含む顧客対応支援方法。     Presenting a FAQ relating to a service provided to a customer to a customer terminal operated by the customer;
    Collecting FAQ browsing history information related to the FAQ browsing history by the customer;
    Storing the FAQ browsing history information in association with the customer;
    When the customer makes an inquiry about the service, the FAQ browsing history information associated with the customer is displayed on an operator terminal operated by an operator;
    Including customer support methods.
  6. 　前記ＦＡＱの各項目に対して予め数値化された前記操作習熟度、操作傾向、関心度、及び困惑度のそれぞれの程度と、前記顧客の前記ＦＡＱ閲覧履歴情報とに基づいて、前記サービスにおける該顧客の操作習熟度、操作傾向、関心度、及び困惑度のうちの少なくとも何れかを推定するステップと、
    　前記推定結果を前記オペレータ端末に表示するステップと、
    を含む請求項５記載の顧客対応支援方法。     Based on the respective degrees of the operation proficiency level, the operation tendency, the interest level, and the confusion level, which have been digitized in advance for each item of the FAQ, and the FAQ browsing history information of the customer, Estimating at least one of the customer's operation proficiency level, operation tendency, interest level, and confusion level;
    Displaying the estimation result on the operator terminal;
    The customer support assistance method of Claim 5 containing these.
  7. 　コンピュータを、
    　顧客に提供するサービスに関するＦＡＱを、顧客が操作する顧客端末に提示するＦＡＱ提示部、
    　前記顧客による前記ＦＡＱの閲覧履歴に関するＦＡＱ閲覧履歴情報を収集する閲覧履歴収集部、
    　前記ＦＡＱ閲覧履歴情報を前記顧客に関連付けて記憶する記憶部、及び
    　前記顧客から前記サービスに関する問い合わせがあったときに、該顧客に関連付けられた前記ＦＡＱ閲覧履歴情報を、オペレータが操作するオペレータ端末に表示する閲覧履歴表示部、
    として機能させる顧客対応支援用コンピュータプログラム。     Computer
    A FAQ presenting section for presenting a FAQ relating to a service provided to a customer to a customer terminal operated by the customer;
    A browsing history collection unit for collecting FAQ browsing history information related to the FAQ browsing history by the customer;
    A storage unit that stores the FAQ browsing history information in association with the customer, and when there is an inquiry about the service from the customer, the FAQ browsing history information associated with the customer is stored in an operator terminal operated by an operator. Browsing history display section to display,
    A computer program for customer support that functions as a customer.
  8. 　コンピュータを、
    　前記ＦＡＱの各項目に対して予め数値化された前記操作習熟度、操作傾向、関心度、及び困惑度のそれぞれの程度と、前記顧客の前記ＦＡＱ閲覧履歴情報とに基づいて、前記サービスにおける該顧客の操作習熟度、操作傾向、関心度、及び困惑度のうちの少なくとも何れかを推定する推定部、及び
    　前記推定部による推定結果を前記オペレータ端末に表示する推定結果表示部、
    として機能させる請求項７記載の顧客対応支援用コンピュータプログラム。     Computer
    Based on the respective degrees of the operation proficiency level, the operation tendency, the interest level, and the confusion level, which have been digitized in advance for each item of the FAQ, and the FAQ browsing history information of the customer, An estimation unit that estimates at least one of customer operation proficiency, operation tendency, interest level, and confusion level, and an estimation result display unit that displays an estimation result by the estimation unit on the operator terminal,
    8. The computer program for customer support according to claim 7, wherein the computer program is made to function as:
PCT/JP2017/000097 2016-01-07 2017-01-05 Customer-correspondence assistance system, customer-correspondence assistance method, and customer-correspondence assistance computer program WO2017119433A1 (en)

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