JP2000205890A - Call center system for insurance service business - Google Patents

Abstract

PROBLEM TO BE SOLVED: To provide an available information for quick and smooth support activities in the case where a notice is given to the call center of an insurance company during an accident. SOLUTION: This call center system is provided with a global positioning system portable terminal 2 which is provided with a positional information computing part 10 to compute the position, a sound signal conversion part 11 to convert the positional information into a tone sound signal and a sound outputting means 12. It is also provided with an operating station 3 provided with a telephone 20 and a computer 21 as well as a sound response system 4 which inputs the tone sound signal and converts it into the positional information. Further, it is provided with a geographical information system 5 which inputs the positional information of accident occurrence position, indicates a map on the computer screen, searches an information on branch offices or near emergency medical facilities and outputs it.

Description

DETAILED DESCRIPTION OF THE INVENTION

[0001]

BACKGROUND OF THE INVENTION 1. Field of the Invention The present invention relates to an information processing system (hereinafter referred to as a "call center system") in an insurance service business for providing information and support in a call center for providing assistance or notification of an accident in case of emergency or accident. In particular, it automatically identifies the location of the insurance subscriber, promptly provides information on the insurance company's branch, the nearest emergency medical institution, etc., and smoothly requests support activities for the insurance subscriber. And a call center system for insurance service business.

[0002]

2. Description of the Related Art In general, in the insurance service business of non-life insurance and life insurance, when a situation that is covered by insurance such as an accident occurs, an insurance member informs the insurance company of the situation,
Insurers provide appropriate assistance. In this case, the insurance subscriber usually contacts the insurance company by telephone, and each insurance company has set up a call center for receiving a report of an accident or the like from the insurance subscriber.

[0003] In a conventional call center of an insurance company, an operator is on standby, and when a telephone call is received from an insurance member, the situation is understood, and the location of the accident or the like is grasped on a map or the like, and the necessary information is obtained. If there is, check the telephone number of the nearest branch of the insurance company, the emergency medical institution, the tow dealer, the taxi, etc. from the telephone book or the material describing the jurisdiction of the branch, etc. They had contacted them for help.

[0004]

However, the above-described conventional method of dealing with a call center has the following problems. Necessary information, such as the telephone number of the partner who requested assistance, could not be obtained quickly.

[0005] For example, when a traffic accident occurs, in a conventional call center, an operator hears the location of the accident from the insurance subscriber, confirms the location on a map or the like, and checks the surrounding branches and staff, and furthermore, the situation. Accordingly, it was necessary to contact an emergency medical institution, a tow dealer, a taxi dealer, an accommodation facility, etc., but information such as telephone numbers and addresses could not be obtained promptly.

[0006] One reason for this is that the information is a map,
It may be scattered in a plurality of materials such as materials in the jurisdiction of each branch of the insurance company, a list of insurance staff at each branch, and telephone directories.

Originally, such information was organically linked with information centering on the location where the accident occurred, and should have been utilized according to the situation. Conventionally, the information on the location of the accident, which plays an important role, is often inaccurate.

In general, when an accident occurs, the parties generally do not know the lot number of the place where the accident occurred.
For this reason, in the past, when an insurance member had an accident, a rough place name and a building or the like which is a landmark around the actual accident location were described by telephone.

However, in this conventional method, it takes a long time for the call center operator to specify the location where the accident has occurred, and a quick response cannot be made. In addition, policyholders who have been involved in accidents have generally been less psychologically calm, making it more difficult to identify where the accident occurred. Furthermore, if the insurance member does not know even the approximate place name of the accident location at the travel destination, etc., it has been impossible to specify the accident location.

When it is difficult to specify the location of such an accident, it is not possible to quickly respond to an urgent situation, and in some cases, the first action of the support activity may be mistaken based on incorrect information. . In the past, the insurance service business via a call center did not sufficiently respond to the insurer's organized and personal incidents quickly.

When an insurance service business such as an accident occurs,
It is necessary to assign a single identification code (called case code) to the entire insurance company (including the head office / branch), appoint an insurance person in charge of the case, and record and centrally manage the subsequent processing.

Conventionally, the above-mentioned case identification and the appointment of an insurance clerk have been made by referring to a computer system (referred to as an incident management system) that manages an already occurring case, by attaching a case code that does not overlap. In addition, the branch in charge was specified according to the location where the accident occurred, and the insurance clerk was appointed in consideration of the division of work of the insurance clerk in the branch.

However, according to this method, it takes time until the person in charge of insurance is specified, and the insurance company cannot systematically or personally respond quickly to the case.

The problem to be solved by the invention of the present application is that when a report is made to an insurance company's call center of an accident or the like, the location of the accident is quickly identified, and an insurance person to be dealt with is designated. Another object of the present invention is to provide a "call center system for insurance service business" that supports these actions from the information side so that emergency medical institutions, towers, transporters, and the like can be arranged smoothly.

[0015]

According to a first aspect of the present invention, there is provided a call center system for insurance service business, which is a global positioning system portable terminal carried by an insurance subscriber, wherein the terminal is located by the global positioning system. A position information calculating unit for calculating a position, a sound signal converting unit for inputting the position information calculated by the position information calculating unit and converting the position information into a sound signal based on a tone sound according to a certain rule, and outputting the sound signal as a tone sound A global positioning system mobile terminal having a voice output means, a mobile station provided in a call center and having a telephone and a computer for receiving a telephone call from a user, and a process started by a command from the operating station. And by a tone sound from the global positioning system mobile terminal. A voice response system that inputs a voice signal, converts the voice signal into position information, and outputs the position information; and inputs the position information output by the voice response system, searches for map graphic data of a corresponding area from a map database, and displays the screen of the computer. And the points indicated by the position information are displayed as points on the map, and a branch database, an insurance staff database, an emergency medical institution database, an accommodation facility database, a tow dealer database, and a transporter provided as necessary. From the database, search for jurisdiction branch information, insurance personnel information, emergency medical institution information around points on the map, accommodation facility information, tow dealer information, and transporter information, and enable them to be displayed over the map. And a geographic information system.

The call center system for insurance service business according to claim 2 of the present invention is the call center system according to claim 1, wherein the operating station is an insurance company when the insurance service business is generated by contact of an insurance subscriber. Connected to the case management system that centrally manages cases related to insurance service business by connecting computers at the head office and branch office of the company, refers to the case management table, attaches a case code specific to the case, and provides information on the case to the insurance company Of the head office / branch, and transmits a processing instruction to the branch or insurance staff in charge of the case.

The call center system for insurance service business according to claim 3 of the present application is the call center system according to claims 1 and 2, wherein the global positioning system portable terminal stores position information of a predetermined place. It has a memory and a switch for executing storage.

The call center system for insurance service business according to claim 4 of the present invention is the call center system according to any one of claims 1 to 3, wherein the global positioning system portable terminal receives a radio signal from a base station. And an automatic incoming call reply unit for automatically returning the position information.

[0019]

DETAILED DESCRIPTION OF THE PREFERRED EMBODIMENTS Next, an embodiment of a "call center system for insurance service business" according to the present invention will be described with reference to the drawings attached to the application.

FIG. 1 shows the configuration of a call center system according to an embodiment of the present invention and the flow of its processing. As described above, in the present specification, a call center is a telephone reception center installed in an insurance company that provides assistance and reports in an emergency such as an accident, etc. It refers to an information processing system that supports from the aspect.

First, the configuration of the "call center system for insurance service business" of the present invention will be outlined.

As shown in FIG. 1, the call center system 1 of this embodiment mainly comprises a GPS portable terminal 2, an operating station 3, a voice response system 4, a geographic information system 5, and an incident management system 6. .

The GPS portable terminal 2 is a global positioning system portable terminal described in the claims, receives a time signal from the artificial satellite 7 using the global positioning system, and receives the position, latitude, This is a device that can accurately calculate longitude coordinates. The GPS portable terminal 2 of the present invention is formed to be lightweight and small, and in the present invention, is carried by an insurance subscriber in order to exert its function.

The GPS portable terminal 2 has a position information calculation unit 10, an audio signal conversion unit 11, an audio output unit 12, a position storage memory 13 and its switch 14,
And an automatic incoming call reply unit 15. Position information calculation unit 1
Reference numeral 0 denotes a device for receiving time signals from a plurality of artificial satellites 7, calculating a distance from the time difference between them, and calculating a position of the main body of the GPS portable terminal 2. Audio signal converter 11
Inputs the position information calculated by the position information calculation unit 10,
This is a device that converts a signal into a tone signal of a push phone based on a certain rule. The audio output unit 12 is a unit that outputs a series of tone sound signals converted by the audio signal conversion unit 11 as actual tone sounds. Position storage memory 1
The switch 3 and the switch 14 are devices for causing the position information calculation unit 10 to calculate position information by turning on the switch 14 at a position where the position is desired to be stored, and storing the calculated position information in the position storage memory 13. The automatic incoming reply unit 15 is a device that automatically responds to the position information of the GPS portable terminal 2 by multiplying the number given to the GPS portable terminal 2 from the telephone line.

The operating station 3 is a device that can be operated by an operator in a call center to deal with an emergency, and has a telephone 20 and a computer 21 mounted thereon. The telephone 20
It is connected to an external telephone network and can receive telephone calls from insurance subscribers. Computer 2
Reference numeral 1 denotes an apparatus for performing information processing for providing information assistance to an operator, and is connected to a necessary system described below. The computer 21 includes at least an input device and a display device, and may be any of a computer that performs distributed processing over a network, a client in a client-server system, and a terminal of a host computer.

The voice response system 4 is a device that starts processing in response to a command from the operating station 3, inputs a voice signal based on the tone sound, converts the signal into latitude / longitude position information, and outputs it. The voice response system 4 guides the insurance member of the other party by voice through a telephone line in order to accurately convert the signal of the tone sound into position information, and transmits the tone sound from the GPS portable terminal 2 at an appropriate operation and timing. Is configured to be able to transmit an audio signal.

The geographic information system 5 is a system capable of displaying a map of a place where an accident or the like has occurred and searching for information around the map. The geographic information system 5 includes an essential map database 22, a branch database 23 provided as needed, an insurance staff database 24, an emergency medical institution database 25, and an accommodation facility database 2.
6, a tow dealer database 27, and a transporter database 28 such as a taxi operator. In addition,
In FIG. 1, the database is abbreviated as DB and displayed. These databases are interlocked with the geographic information system, and are configured to be able to search and output information on a specific point on a map by designating the point, and are collectively referred to as a geographic information database (GIS database). Things.

The geographic information system 5 inputs the position information converted and output by the voice response system 4, searches the map database 22 for map graphic data of a corresponding area, and displays the map on the screen of the computer 21 of the operating station 3. In addition, the information of the nearest insurance company, such as branch information, insurance staff information, emergency medical institution information, accommodation facility information, tow dealer information, and transporter information such as taxi operators, is displayed together with icons indicating the location. , So that you can search for more detailed information.

The case management system 6 is a system for centrally managing the insurance service business company by company for each case. The case management system 6 has a case management table in order to centrally manage the insurance service business company-wide for each case,
A computer at the head office and a computer at each branch are configured to be able to access the system 6 via a computer network. In addition, the case management system 6
For example, it is preferable that important information such as the time and place of occurrence of the accident is simultaneously transferred to a third party's system so that the information has an evidential ability and is protected from tampering.

The above is the configuration of the call center system 1 according to the present invention.
But in order to demonstrate its functions and functions, the general telephone network,
The telephone 8 will be used.

Next, the operation and processing flow of the call center system 1 of the present embodiment will be described. In the description of the operation of the call center system 1, a case where a car accident occurs in the insurance service business of a nonlife insurance company will be described as an example for easy understanding. Of course, the system of the present invention is not limited to car accidents,
Needless to say, the system includes a system for providing a predetermined service by telephone contact of an insurance subscriber. The service business covers not only non-life insurance but also life insurance and other insurance, and JAF.

As described above, it is assumed that the GP
It is assumed that the S mobile terminal 2 is carried by an insurance subscriber.

In the system according to the present invention, if the insurance subscriber encounters a car accident and contacts the insurance company's call center from the nearest telephone 8 at the accident site, the call center will call the telephone 2 of the operating station 3.
An operator (not shown) via 0 will first accept the call.

[0034] The operator grasps the general situation by conversation with the insurance subscriber and enters a stage of specifying an accident occurrence location which is basic information of support activities. Here, the operator switches the telephone with the insurance subscriber to the voice response system 4.

The voice response system 4 is automatically activated by a command from the operator or by telephone switching, guides the insurance subscriber by voice in an interactive manner, and gives the insurance subscriber G
A request is made to transmit an audio signal of position information from the PS portable terminal 2.

In response to the request from the voice response system 4, the insurance subscriber brings the voice output means 12 of the GPS portable terminal 2 close to the microphone of the telephone set of the telephone 8 and sends a voice signal based on the tone sound of the position information.

At this time, the GPS portable terminal 2 receives the time signal from the artificial satellite 7, calculates the position information by the position information calculation unit 10, and converts the position information into the audio signal conversion unit 11
Then, the sound signal is converted into a sound signal of a tone sound according to a predetermined rule, and the sound signal is converted into a tone sound by the sound output means 12 and sent to the microphone unit of the telephone set of the telephone 8.

The voice response system 4 inputs a voice signal indicating the position of the insurance subscriber sent through a telephone line, converts the signal into the original latitude / longitude position information, and outputs it.

The geographic information system 5 inputs the position information output by the voice response system 4, searches the map database 22 for map graphic data of an area corresponding to the position information, and displays it on the screen of the computer 21. , The point indicated by the location information is displayed as one point on the map, and at the same time, the locations of the branch of the insurance company, the emergency medical institution near the accident location, the tow dealer, the accommodation, the taxi, etc. I do. The icons for these insurance companies' branches, emergency medical institutions, towers, and accommodations can be clicked by the operator to get more detailed information, such as a list of insurance personnel who can take charge of the case in each jurisdiction, emergency medical institutions, Information such as the telephone number of a tower can be retrieved from each of the GIS databases and displayed.

As a result, the operator can instantly know the telephone numbers of the branch offices and insurance personnel in charge, the nearest emergency medical institution, tow dealers, taxi operators, accommodation facilities, etc., and can quickly contact them according to the situation. You can make arrangements.

Further, by interlocking the geographic information system 5 and the case management system 6, the call center system 1 of the present embodiment can quickly and systematically deal with an accident as an insurance company as an insurance company. .

In this case, if the operator determines that the case is the subject of the insurance service business, the case management system 6 is started, and the case management system 6 refers to the case management table, and the case management table 6 is unique to the case. Assign an incident code.

The case to which the case code is assigned is managed consistently by the case code thereafter, and the date and time, place, situation, jurisdiction branch, insurance staff, emergency medical institution, etc., of the date and time when the accident was notified. Handling, insurance claims and payments, etc.
All facts from the occurrence of the incident to its termination are recorded.

This record is transferred to a third party, and if it is proved to be authentic, it is used as evidence to ensure transparency of the insurance business and avoid troubles related to insurance payment with the insurance subscriber. can do.

Information on the case to which the case code is assigned is notified to the head office and the branch of the insurance company via the case management system 6, and the jurisdiction branch and designated insurance staff are automatically notified of the case. Sent as a request for a response.

With the above processing, the insurance company can specify the branch in charge and the person in charge of insurance at almost the same time as receiving the report of the occurrence of the accident, and can prepare a system capable of responding to the target case of the insurance service business. .

This makes it possible to achieve a remarkably quicker operation than in the case where the department in charge and the person in charge have been determined in consultation within the insurance company in the past, and to improve the service to insurance subscribers. You can.

Next, the case where the position storage memory 13, its switch 14, and the automatic incoming call reply section 15 are used will be described below.

The position storage memory 13 and its switch 14
As described above, when the switch 14 is turned on, the position information calculation unit 10 operates, and the position of the GPS portable terminal 2 at the time when the switch 14 is turned on is temporarily stored in the position storage memory 13. For example, when the accident location is away from the telephone 8, the insurance subscriber operates the switch 14 at the accident occurrence location, stores the location of the accident occurrence location in the GPS portable terminal 2, Go to location 8 and contact the call center. When the accident location is specified, the location information of the accident location stored in the GPS portable terminal 2 in advance is communicated to the call center via the audio signal converter 11 and the audio output unit 12. The subsequent processing is as described above.

The location storage memory 13 and its switch 14 enable the location of the accident to be accurately communicated to the call center even when the location of the accident is away from the telephone 8.

Next, the use of the automatic incoming call reply section 15 will be described.

The automatic incoming reply unit 15 is mainly used for the elderly and children.
It is used when the PS mobile terminal 2 is carried. When the family or the like wants to know the location of an old man or a child, the number given to the GPS portable terminal 2 is given through a telephone line.

When receiving the radio signal from the base station, the automatic incoming call reply section 15 activates the position information calculating section 10 to calculate the position information from the time signal from the artificial satellite 7 at that time, and automatically obtains the position information. To the base station. This location information is transmitted to the family members of the elderly and children, so that the family can know the exact location of the elderly people and children.

The above-described operation has a possibility of being used as a new form of insurance service business, and can prevent the elderly and the like from being protected from accidents and crimes.

The position storage memory 13, the switch 14, and the automatic incoming reply unit 15 can be omitted when the above-mentioned use is not required.

[0056]

As is apparent from the above description, according to the "call center system for insurance service business" according to the present invention, the insurance subscriber is required to identify the accident location in the conventional manner. It is not necessary to explain a building or the like that serves as a landmark around the building, and the accident location can be quickly and accurately specified even if the insurance member has lost calmness or does not know the address of the accident location.

Further, the call center system for insurance service business of the present invention is provided on the computer screen of the operator of the call center, the branch in charge of the place where the accident occurred, the insurance staff who can perform support activities, the emergency medical institution in the vicinity, All necessary information, such as the location of a tow trucker, the location of a carrier, and a telephone number, can be provided instantaneously, so that it is possible to provide informational support for responding to an emergency and to properly carry out initial support activities. I can do it.

Further, according to the call center system for insurance service business of the present invention, a case code which is not duplicated is immediately given to a case to be covered by the insurance service business in cooperation with the case management system. By designating the department in charge and the person in charge, it is possible to immediately request the person in charge of insurance to take an action.

In addition, it is possible to record facts such as the occurrence status of incidents, support activities, payment of insurance money, and the like, and to quickly prepare a system that can respond as an insurance company. A series of data on these cases can also be used as evidence of the performance of the insurance service business and prevent troubles such as payment of insurance claims.

[Brief description of the drawings]

FIG. 1 is a block diagram showing a configuration and a processing flow of a call center system for an insurance service business according to an embodiment of the present invention.

[Explanation of symbols]

 DESCRIPTION OF SYMBOLS 1 Call center system 2 GPS portable terminal 3 Operating station 4 Voice response system 5 Geographic information system 6 Incident management system 7 Artificial satellite 8 Telephone 10 Location information calculation unit 11 Voice signal conversion unit 12 Voice output unit 13 Location storage memory 14 Location storage switch 15 Automatic answering / replying unit 20 Telephone 21 Computer 22 Map database 23 Branch database 24 Insurance staff database 25 Emergency medical institution database 26 Accommodation facility database 27 Tow dealer database 28 Transporter database

──────────────────────────────────────────────────続 き Continued on the front page (51) Int.Cl. ⁷ Identification symbol FI Theme coat ゛ (Reference) G06F 15/40 370C 370Z 15/403 310Z F-term (Reference) 2F029 AA02 AB07 AC02 AC06 AC09 AC14 5B049 BB47 CC02 DD03 EE05 EE07 FF03 FF04 FF06 GG03 GG06 GG07 5B075 KK03 KK07 KK13 KK33 KK37 KK40 ND03 ND06 ND20 ND40 NR02 NR12 PP07 PP12 PP30 PQ02 PQ04 PQ13 PQ32 PQ69 QP10 UU14 UU05 FF13 FF180 AFF13 FF08 HH16 JJ01 JJ06 JJ11 JJ64 JJ72 JJ78 KK58

Claims (4)

[Claims] 1. A global positioning system portable terminal to be carried by an insurance subscriber, comprising: a position information calculating section for calculating a location of the terminal by a global positioning system; and position information calculated by the position information calculating section. A global positioning system mobile terminal having a voice signal conversion unit for inputting a voice signal and converting the voice signal into a voice signal based on a certain rule according to a predetermined rule, and voice output means for outputting the voice signal as a tone sound. An operating station equipped with a telephone and a computer that accepts telephone communication from a user, and starts processing according to a command from the operating station, and inputs an audio signal based on a tone sound from the global positioning system mobile terminal, A voice response system that converts the information into position information and outputs the position information; The position information output by the user is input, map graphic data of a corresponding area is searched from a map database and displayed on the screen of the computer, and the point indicated by the position information is displayed as a point on the map. From the provided branch database, insurance staff database, emergency medical institution database, accommodation facility database, tower database, carrier database, jurisdiction branch information, insurance staff information, emergency medical institution around the point on the map A call center system for insurance service business, comprising: a geographical information system for searching for information, accommodation facility information, tow dealer information, and transporter information so that the information can be superimposed and displayed on the map. . 2. The operating station is connected to a case management system for centrally managing cases related to the insurance service business by connecting computers at the head office and branches of the insurance company when the insurance service business occurs due to the contact of the insurance subscriber. Then, refer to the case management table and attach the case code peculiar to the case, share the information about the case with the computer of the insurance company's head office / branch, and process it at the branch or insurance staff responsible for the case. The call center system for insurance service business according to claim 1, wherein the instruction is transmitted. 3. The global positioning system portable terminal according to claim 1, wherein the portable terminal has a memory for storing position information of a predetermined place and a switch for executing the storage. Call center system for insurance service business in Japan. 4. The global positioning system portable terminal according to claim 1, further comprising an automatic incoming call reply unit for receiving a radio signal from a base station and automatically returning position information. Call center system for insurance service business as described in any of the above.