JP2001337976A - Inquiry response support system, inquiry resupose support method, and information storage medium recorded with program therefor - Google Patents

Abstract

PROBLEM TO BE SOLVED: To provide an inquiry response support system and inquiry response support method for a product, and an information storage medium recorded with a program for making a computer system execute this method. SOLUTION: This inquiry response support system comprises a user terminal 10, an inquiry center terminal 20, a product image information file 30, an inquiry response information file 40 and a communication network 100 such as Internet or the like for connecting the user terminal 10 to the inquiry center terminal 20. In this support system, a user of the product selectively instructs the point to inquire from the image of the product transmitted to its own user terminal through the communication network.

Description

DETAILED DESCRIPTION OF THE INVENTION

[0001]

BACKGROUND OF THE INVENTION An inquiry response support system and an inquiry response support method for receiving and answering inquiries about products using a network such as the Internet, and a program for causing a computer system to execute the method are recorded. The present invention relates to an information recording medium.

[0002]

2. Description of the Related Art In a conventional inquiry answering method for accepting and answering inquiries about products using a network such as the Internet, an inquiry center accepts all inquiries from users via a network as sentences. Judge the contents and answer the inquiry.

[0003]

However, this prior art has the following problems.

[0004] The problem is that the inquiry center must determine the content of the inquiry only from the inquiry sent from the user, and the user is actually misunderstood by the misunderstanding of the user or by the recognition error of the respondent to the content of the inquiry. Means that the part of the product that the user wants to inquire may not be correctly transmitted to the respondent.

An object of the present invention is to provide an inquiry response support system and an inquiry response support method for solving the above-mentioned problems by pointing a part of a product to which a user wants to make an inquiry directly using image information, and to provide a computer with the method. An object of the present invention is to provide an information recording medium in which a program to be executed by a system is recorded.

[0006]

SUMMARY OF THE INVENTION The present invention provides an inquiry response support system in which a user of a product selects and instructs a desired location from an image of a product transmitted to his / her user terminal via a communication network. Another object of the present invention is to provide an inquiry response support method and an information recording medium storing a program for causing a computer system to execute the method.

The user of the product requests image information of the product to be inquired using his / her user terminal from the inquiry center terminal. The inquiry center terminal searches for the image information of the product requested by the user from the product image information file and transmits the image information to the user terminal via the communication network. By selecting and instructing the image of the product sent from the inquiry center terminal, the user notifies the inquiry center terminal of the position information of the inquiry product via the communication network.

[0008] The inquiry center terminal searches the inquiry response information file for the contents of the inquiry made to the same location in the past from the position information notified by the user from the inquiry response information file and transmits it to the user terminal via the communication network. I do. If the user has the same content as the inquiry he / she wants to make in the sent inquiry response information, and if the answer content also exists, the user ends the inquiry with the answer content. If there is no inquiry content identical to the inquiry that the user intends to make, the user inputs the inquiry content from the user terminal and notifies the inquiry center terminal via the communication network. The inquiry center terminal registers the notified inquiry content in the inquiry response information file as a new inquiry content for the corresponding part of the product. The inquiry center terminal creates an answer content for the newly registered inquiry content and registers it in the inquiry answer information file as needed. In addition, the inquiry center terminal can register the contents of the inquiry and the contents of the response in the inquiry response information file, and can transmit the inquiry response information to the user.

[0009] In this way, it is possible to support a response to an inquiry from a user about a product.

[0010] That is, the user of the product making the inquiry is
It is possible to request the image information of the product to be inquired to the inquiry center via the network, and to notify the inquiry center of the part to be inquired by pointing to the sent image.

The inquiry center can retrieve inquiry response information from the position information on the product sent from the user via the network and notify the user.

Further, the inquiry center can register the contents of the response to the newly registered inquiry in the inquiry response information and notify the user at the same time.

[0013]

DETAILED DESCRIPTION OF THE PREFERRED EMBODIMENTS (First Embodiment of the Present Invention) Referring to FIG. 1, a first embodiment of an inquiry response support system according to the present invention comprises a user terminal 10, an inquiry center terminal 20, , A product image information file 30, an inquiry response information file 40, and a communication network 100 such as the Internet for connecting the user terminal 10 and the inquiry center terminal 20 to each other.

The user terminal 10 is an information processing device such as a personal computer. The user terminal 10 has a function of accessing the inquiry response support system provided by the inquiry center terminal 20 on the communication network 100 and displaying on the screen the product image information sent from the inquiry center terminal. The product image information is, for example, image information of a television, a refrigerator, a video, etc. in the case of an inquiry response support system for home electric appliances. The user terminal 10 further has a function of transmitting a position information to the inquiry center terminal 20 via the communication network 100 by selecting and instructing a site to be inquired from the displayed image using a point input device such as a mouse. It has a function of inputting the content and transmitting it to the inquiry center terminal 20.

The inquiry center terminal 20 is provided at the inquiry center and is constituted by an information processing device such as a workstation server. The inquiry center terminal 20 receives an inquiry request for a product from the user terminal 10, a function of searching for the corresponding product image information from the product image information file 30, a function of transmitting the searched image information to the user terminal 10, and a function of the user terminal 10. A function of receiving position information designating an arbitrary part from the displayed image, searching the query response information file 40 for query response information for the same location from the position information, transmitting the searched query response information to the user terminal 10, It has a function of registering the inquiry contents transmitted from the terminal 10 in the inquiry response information file 40 and a function of registering the inquiry response information for the inquiry contents registered in the inquiry response information file 40.

The product image information file 30 stores image information of a product for which an inquiry is received, using the product name or product model number as a key. If the product is a television, for example, an enlarged image of the front and back of the television, and an image of a connector for connecting to an operation unit, an antenna, a video, or the like is stored in the image information.

The inquiry response information file 40 stores the contents of an inquiry for a part of a product and the inquiry response information for the inquiry using a product name and position information as keys.

Next, the overall operation of the first embodiment of the present invention will be described in detail with reference to FIGS.

Referring to FIG. 2, the user of the product making an inquiry sends the product information (name, model number, etc.) to the user terminal 1.
0 to the inquiry center terminal 20 via the Internet (step A1).

The inquiry center terminal 20 searches the product image information file 30 for product image information corresponding to the product information sent from the user (step A2).
The image information as shown in FIG. 3 is transmitted to the user terminal 10 via the Internet (step A3).

The user designates, using a mouse or the like, a part of the product to be inquired from the image information sent from the inquiry center terminal 20, and sends the position information to the inquiry center terminal 20 via the Internet (step). A4).

The inquiry center terminal 20 searches the inquiry response information file 40 for the inquiry response information of the product corresponding to the position information sent from the user (step A5), and transmits the inquiry response information as shown in FIG. (Step A6).

The user checks whether or not the inquiry response information sent from the inquiry center terminal 20 has the same content as the inquiry made by the user. (NO in step A7) The contents of the inquiry are input from the inquiry response screen as shown in FIG. 4 and transmitted to the inquiry center terminal 20 via the Internet (step A).
8).

The inquiry center terminal 20 registers the inquiry response information corresponding to the inquiry sent from the user in the inquiry response information file 40 (step A9).
If the same inquiry content exists in the inquiry response information sent from 0 (Y in step A7)
ES) It is checked whether or not there is an answer to the inquiry, and if there is (YES in step A10), the inquiry is ended. If there is no answer content (NO in step A10), an inquiry is made again.

An information recording medium on which a program for causing a computer system to execute the above-described inquiry response support method can be executed by the computer system.

(Second Embodiment of the Present Invention) Next, a second embodiment of the present invention will be described in detail with reference to the drawings.

The second embodiment of the present invention is different from the first embodiment in that an inquiry center terminal 20 registers an inquiry content and an inquiry content in an inquiry answer information file 40 and sends inquiry answer information to a user.
This embodiment is different from the embodiment.

Next, the operation of the second embodiment of the present invention will be described in detail with reference to the drawings.

Referring to FIG. 5, the user of the product making an inquiry sends the product information (name, model number, etc.) to the user terminal 10.
From the inquiry center terminal 2 via the Internet
The operation (steps B1 to B9) from the transmission to the inquiry center terminal 20 until the inquiry center terminal 20 registers the contents of the inquiry corresponding to the inquiry sent from the user in the inquiry answer information file 40 is described in the first embodiment. Is the same as

If there is the same inquiry content in the inquiry answer information sent from the inquiry center terminal 20 (YE in step B7)
S) It is checked whether or not there is an answer to the inquiry, and if there is (YES in step B10), the inquiry is terminated. If there is no answer content (NO in step B10), an inquiry is made again.

The inquiry center terminal 20 sends the inquiry response information registered in step B9 to the user terminal 10 via the Internet (step B1).
1).

As described above, in the present embodiment, the same inquiry as the content that the user makes an inquiry is sent to the inquiry response information file 40 of the inquiry center terminal 20.
Does not exist, the contents of the inquiry are transmitted and then the contents of the response are transmitted from the inquiry center terminal 20 via the Internet, so that it is possible to avoid making another inquiry.

An information recording medium storing a program for causing a computer system to execute the above-described inquiry response support method can cause the computer system to execute the above-described inquiry response support method.

[0034]

As described above, the present invention has the following effects.

The first effect is that the user of the product making the inquiry can accurately notify the inquiry center of the part of the product to be inquired.

The reason is that, by referring to the image of the corresponding product and visually pointing to a place to be inquired with a mouse or the like, it is possible to inform the inquiry center.

A second effect is that a user of a product making an inquiry can refer to past inquiry answer information for the location of the product to be inquired only by pointing the site of the product to be inquired with a mouse or the like.

The reason is that the inquiry center stores the inquiry answer information corresponding to the position information indicating the part of the product, and when there is an inquiry from the user to the corresponding place, the information can be searched and transmitted to the user. Because.

The third effect is that, if the same inquiry as the content to be inquired by the user does not exist in the inquiry response information file of the inquiry center terminal, after the inquiry is transmitted, the response is transmitted from the inquiry center terminal. Because it is sent via the Internet, it is necessary to avoid making inquiries again.

[Brief description of the drawings]

FIG. 1 is a diagram showing a configuration of a first embodiment of an inquiry response support system of the present invention.

FIG. 2 is a diagram showing an operation of the first embodiment of the inquiry response support system of the present invention.

FIG. 3 is a diagram showing an example of product image information displayed on a screen.

FIG. 4 is a diagram showing an example of inquiry response information displayed on a screen.

FIG. 5 is a diagram showing an operation of a second embodiment of the inquiry response support system of the present invention.

[Description of Signs] 10 User terminal 20 Inquiry center terminal 30 Product image information file 40 Inquiry answer information file 40 100 Communication network

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Claims (6)

[Claims] The user comprises a user terminal, an inquiry center terminal, a product image information file, an inquiry response information file, and a communication network interconnecting the user terminal and the inquiry center terminal. The terminal accesses the inquiry response support system provided by the inquiry center terminal on the communication network, and means for displaying product image information sent from the inquiry center terminal on a screen, from the displayed image. Means for selecting and instructing a part to be inquired by a point input device to transmit the position information to the inquiry center terminal via the communication network, and inputting the contents of the inquiry to the inquiry center terminal via the communication network Means to send The inquiry center terminal accepts an inquiry request for a product from the user terminal, searches for the corresponding product image information from the product image information file, and outputs the searched product image information via the communication network. Means for transmitting to the user terminal, means for receiving position information designating an arbitrary part from the image displayed on the user terminal, and means for searching the inquiry response information file for the same location from the inquiry information file from the position information; Means for transmitting the obtained inquiry response information to the user terminal via the communication network, means for registering the content of the inquiry transmitted from the user terminal via the communication network in the inquiry response information file, Registered in the information file Means for registering an answer to the inquiry content, wherein the product image information file has means for storing image information of a product for which an inquiry is accepted using a product name or a product model number as a key, and the inquiry answer information An inquiry response support system having means for storing, as a file, contents of an inquiry about a part of a product and contents of an answer to the inquiry using a product name and position information as keys. 2. The user, comprising a user terminal, an inquiry center terminal, a product image information file, an inquiry response information file, and a communication network interconnecting the user terminal and the inquiry center terminal. The terminal accesses the inquiry response support system provided by the inquiry center terminal on the communication network, and means for displaying product image information sent from the inquiry center terminal on a screen, from the displayed image. Means for selecting and instructing a part to be inquired by a point input device to transmit the position information to the inquiry center terminal via the communication network, and inputting the contents of the inquiry to the inquiry center terminal via the communication network Means to send The inquiry center terminal accepts an inquiry request for a product from the user terminal, searches for the corresponding product image information from the product image information file, and outputs the searched product image information via the communication network. Means for transmitting to the user terminal, means for receiving position information designating an arbitrary part from the image displayed on the user terminal, and means for searching the inquiry response information file for the same location from the inquiry information file from the position information; Means for transmitting the obtained inquiry response information to the user terminal via the communication network, means for registering the content of the inquiry transmitted from the user terminal via the communication network in the inquiry response information file, Registered in the information file Register the answer content for the inquiry content,
Means for transmitting to the user terminal via the communication network, the product image information file comprises means for storing image information of a product for which an inquiry is to be accepted using a product name or a product model number as a key, The answer information file is an inquiry answer support system having means for storing the contents of an inquiry to a part of a product and the contents of an answer to the inquiry using a product name and position information as keys. 3. A user of a product making an inquiry sends product information from a user terminal to an inquiry center terminal via a communication network, and the inquiry center terminal sends the product information sent from the user. Searching for image information of the product corresponding to the information from the product image information file; transmitting the image information to the user terminal via the communication network; and transmitting the user from the inquiry center terminal. Sending a position information of the product to be inquired from the image information to the inquiry center terminal via the communication network by pointing the mouse at a site of the product to be inquired; and transmitting the inquiry center terminal from the user. Inquiries for products that correspond to the location information Retrieving information from a query response information file and sending the query response information to the user terminal via the communication network; and wherein the user is included in the query response information sent from the query center terminal. To see if they have the same inquiries as you make,
If there is no inquiry content having the same content, a step of inputting the inquiry content from an inquiry answer screen and sending it to the inquiry center terminal via the communication network; and the inquiry center terminal is sent from the user. Registering the response content corresponding to the query content in the query response information file, and if the user has the same query content in the query response information sent from the query center terminal, Checking whether there is an answer to the inquiry, ending the inquiry if the answer exists, and re-inquiring if the answer does not exist, the inquiry answering support method. 4. A user of a product making an inquiry sends product information from a user terminal to an inquiry center terminal via a communication network, and the inquiry center terminal sends the product information sent from the user. Searching for image information of the product corresponding to the information from the product image information file; transmitting the image information to the user terminal via the communication network; and transmitting the user from the inquiry center terminal. Sending a position information of the product to be inquired from the image information to the inquiry center terminal via the communication network by pointing the mouse at a site of the product to be inquired; and transmitting the inquiry center terminal from the user. Inquiries for products that correspond to the location information Retrieving information from a query response information file and sending the query response information to the user terminal via the communication network; and wherein the user is included in the query response information sent from the query center terminal. To see if they have the same inquiries as you make,
If there is no inquiry content having the same content, a step of inputting the inquiry content from an inquiry answer screen and sending it to the inquiry center terminal via the communication network; and the inquiry center terminal is sent from the user. Registering the answer content corresponding to the inquiry content in the inquiry answer information file and sending the answer content to the user terminal via the communication network; and wherein the user sends the inquiry answer information sent from the inquiry center terminal. If there is an inquiry content of the same content in, it is checked whether there is an answer content to the inquiry, if it exists, the inquiry is terminated, and if there is no answer content, a step of making an inquiry again is performed. Inquiry and answer support method to have. 5. An information recording medium in which a program for causing a computer system to execute the inquiry response support method according to claim 3 is recorded. 6. An information recording medium on which a program for causing a computer system to execute the inquiry response support method according to claim 4 is recorded.