JP2003110702A - Interpretation support system - Google Patents

Abstract

PROBLEM TO BE SOLVED: To provide an interpretation support system which curtails the time for selecting an interpreter or grasps easily information on facilities on an interpretation services side, when providing interpretation services for alien customers which use a call device which can be executed in facilities such as accommodations and retail shops, thereby providing the smooth interpretation services. SOLUTION: A service enterprise 200 side has beforehand entered into a communication agreement which obtains a plurality of communication codes such as a telephone number or the like, and corresponds a different language to each communication code. A facility 100 side uses a customer call device 110 having a functional button for transmitting to each communication code, and transmits to the corresponding communication code by pressing the functional button corresponding to the language to be interpreted. The interpretation service enterprise 200 side uses an interpreting call device 210 which accepts an incoming call with respect to a plurality of communication codes, confirms the language corresponding to the incoming communication code, and then selects an interpreter.

Description

Detailed Description of the Invention

[0001]

BACKGROUND OF THE INVENTION 1. Field of the Invention The present invention relates to a customer communication device such as a telephone set used by a foreigner and an interpreter support system using an interpreting communication device such as a telephone set used by an interpreter, and particularly to a window for a foreign customer. Regarding the interpreter support system applied in the customer service department.

[0002]

2. Description of the Related Art In recent years, many foreigners have entered Japan for the first time in Europe, America and Asia, and are using various facilities such as accommodation facilities. However, foreigners who enter Japan and use various facilities such as accommodations and retail stores do not always have conversations in Japanese, and also provide personnel who can respond in various languages to each facility. It is not easy to secure in. Therefore, the applicant of the present application proposes an interpreting service in which a contract is made with a customer at an accommodation facility or the like and interpretation is performed using a telephone device such as a telephone.

[0003]

However, on the interpreter side, it becomes clear which language the interpreter needs after the call is started upon receiving an incoming call. Therefore, after the call is started, the interpreter for that language can be used. There is a problem in that a person or a foreigner who needs an interpreter will be made to wait, as a result of performing an act of selecting a person, and there is a problem in providing a smooth service.

Further, there is a problem that it is not possible to judge whether or not the calling party is a contracted customer until the call is started. Even if the contracted customer is a customer regarding the service content etc. There is a problem in that it is difficult to judge the information, and thus it may not be possible to optimally deal with each customer.

Moreover, it is difficult to grasp the appropriate number of interpreters for each language, and there is a problem in providing sufficient services.

The present invention has been made in view of such circumstances, and an interpreter makes a telephone contract to acquire a plurality of telephone numbers in advance, and associates different telephone numbers with different languages.
The customer can make a call to the phone number corresponding to the language to be translated, and the interpreter can provide a smooth service by selecting an interpreter based on the received phone number. The main purpose is to provide the system.

Further, the telephone number of the calling side is detected by utilizing the number notification function, whether or not the customer is a customer is judged based on the detected telephone number, and the customer information and the web page managed by the customer are displayed. It is another object to provide an interpreter support system capable of supporting the implementation of the optimum correspondence for each customer by carrying out.

Still another object is to provide an interpreter support system capable of grasping an appropriate number of interpreters and improving the quality of service provided by recording call history such as call time and incoming call record. And

[0009]

According to a first aspect of the present invention, there is provided an interpreter support system, comprising: a customer communication device; and an interpreter support system including an interpreter communication device, wherein the customer communication device comprises:
The interpreter's telephone device is provided with a plurality of line connection means for receiving a call-out instruction for a plurality of communication codes associated with different languages, and the interpreter communication device receives an incoming call for a plurality of communication codes associated with different languages. It is characterized by comprising means and means for performing an output indicating a language associated with the received incoming call.

In the interpreter support system according to the first aspect of the present invention, a service enterprise whose customers are facilities such as accommodation facilities and retail stores provides an interpreter service to foreign customers who use each facility. , A function button that makes a communication contract to acquire a plurality of communication codes such as a telephone number in advance on the service business side, associates a different language with each communication code, and makes a call to each communication code on the customer side. By using a customer-use telephone device such as a videophone having a telephone, a function button corresponding to a language to be translated is pressed to make a call to a corresponding communication code. Using an interpreter communication device such as a videophone that accepts incoming calls for codes, check the language associated with the incoming communication code, then select an interpreter,
Since the call can be started, it is possible to provide a smooth service without making the customer or the foreigner who needs an interpreter wait.

The interpreter support system according to the second invention is the first
In the invention, a communication device connected to the interpreting call device is provided, and the interpreter call device transmits means for detecting a communication code of a calling side and communication code information indicating the detected communication code to the communication device. And a means for accessing a customer database that records customer information and communication code information relating to the customer-use communication device in association with each other, and the received communication code information as a search key,
It is characterized by comprising means for extracting customer information from the customer database and means for outputting the extracted customer information.

In the interpreting support system according to the second aspect of the invention, the number notification function is used to detect the communication code of the interpreting communication device on the calling side by the interpreting communication device, and the customer is identified based on the detected communication code. It is also possible to judge whether or not the calling party has a contract with the customer before starting the call by extracting the customer information about the customer judged from the customer database installed in advance and outputting it. Is possible,
In addition, it is possible to judge the service content to be provided from the output customer information, and thus it is possible to smoothly provide the service having high customer satisfaction.

The interpreter support system according to the third aspect of the invention is the second aspect.
In the invention, the communication device includes means for connecting to a data communication network, and means for accessing a web server computer on the data communication network based on customer information extracted from a customer database.

In the interpreter support system according to the third aspect of the present invention, by outputting information such as a web page managed by the customer based on the customer information, the customer information can be grasped in various ways, so that the customer satisfaction can be improved. It is possible to provide high-quality services.

An interpreter support system according to a fourth aspect of the present invention is the first aspect.
In any one of the inventions to the third inventions, the interpreting call device includes means for recording a call history.

In the interpreter support system according to the fourth aspect of the present invention, it is possible to analyze which language has many interpreter requests by recording the communication history such as call time and incoming call record. It is possible to know the appropriate number of interpreters, which can improve the quality of services provided.

The interpreter support system according to the fifth aspect of the present invention is characterized in that the customer communication device and / or the interpreter communication device is a plurality of devices capable of simultaneously talking.

In the interpreter support system according to the fifth aspect of the present invention, the number of customer communication devices is set to be two, so that a call can be made between the customer on the customer side, the foreigner who needs an interpreter, and the interpreter. By using a plurality of interpreting call devices, it is possible to assign the interpreting call device to each of a plurality of interpreters.

[0019]

BEST MODE FOR CARRYING OUT THE INVENTION The present invention will be described in detail below with reference to the drawings showing the embodiments thereof. FIG. 1 is an explanatory view showing the concept of an interpreter support system of the present invention. In the figure, reference numeral 100 denotes an accommodation facility, a facility such as a retail store, and a person in charge of customer service of the facility 100 responds to foreign visitors who visit for the purpose of sightseeing and work. The facility 100 has a contractual relationship with a service business entity 200 that provides an interpreter service, and the service business entity 200 has a plurality of interpreters who interpret in various languages.

In the facility 100, a plurality of customer communication devices 110, 110 such as multi-function video telephones, an extension control device 120 for controlling communication using each of the customer communication devices 110, 110 as an extension terminal device, and an advertisement. Data communication network NW such as the Internet
It manages the web server computer 130 provided to d. Although the customer communication devices 110 and 110 and the extension control device 120 are shown as different systems here, they are regarded as one device group having different functions, and the customer communication devices 110 and 110 and the extension control device are regarded as one device group. The customer communication device 110 in a broad sense may be combined with 120.

In the service enterprise 200, a plurality of interpreting communication devices 210, 210, such as a multi-function video telephone,
The extension control device 220 that controls communication by using the interpreting call devices 210, 210, ... As extension terminal devices, the interpreter call devices 210, 210, ..., and the personal computer that connects to the data communication network NWd are used. The communication device 230, an internal communication network NW such as a LAN for the communication device 230
It manages various devices such as a database device 240 using a server computer connected via i and a recording device 250 connected to the extension control device 220 to record a call history such as a call time and an incoming call record. Here,
Interpreter communication devices 210, 210, ... and extension control device 2
20 shows a system configuration in which 20 is a different device,
Considered as a group of devices with different functions of one device,
Interpreter communication devices 210, 210, ... and extension management device 2
20 may be combined to provide a broad-definition communication device. Further, the communication device 230, the database device 240, and the recording device 250 may be realized by using one server computer.

The service enterprise 200 has a communication contract for acquiring a plurality of communication codes such as telephone numbers, and each communication code is operated in a different language. Then, by making a call to any one of a plurality of communication codes from the customer communication device 110, a telephone line connection is made with the interpreting communication device 210 via the telephone communication network NWt, and each of the communication codes is connected. It becomes possible to make a three-way call between a customer using the device, a foreigner, and an interpreter.

FIG. 2 shows a facility 1 of the interpreter support system of the present invention.
It is a block diagram which shows the structure at the 00 side. The customer call device 110 includes a control unit 111 that controls the entire device, a recording unit 112 that includes a nonvolatile memory and a volatile memory that records various programs and data, and a voice input / output unit that has a transmitter and a receiver. 113, a voice conversion unit 114 for mutually converting voice and communication data input / output by the voice input / output unit 113, a liquid crystal display and C
Video input / output means 115 having a CD camera, video conversion means 116 for mutually converting video and communication data input / output by the video input / output means 115, first input means 117a such as numeral keys and symbol keys, and telephone. A second input means 117b such as a function button to which a communication code such as a number is set, and an extension communication means 118 connected to the extension control device 120 are provided.

FIG. 3 is a top view showing the external appearance of the customer-use communication device 110 used in the interpreter support system of the present invention. On the upper surface of the customer communication device 110, a voice input / output unit 113, a video input / output unit 115, and a first input unit 117.
a and the second input means 117b, and the second input means 1
Reference numeral 17b denotes a plurality of function buttons such as 20 associated with each language. By pressing the second input means 117b, which is a function button indicating a language for which interpretation is desired, the customer communication device 110 is The line connection process is performed on the assumption that the transmission instruction for the communication code associated with the pressed second input unit 117b is accepted. That is, the second input means 11
7b is a plurality of line connection means associated with different languages.

The extension control device 120 includes a control means 121,
A recording unit 122, a station side communication unit 123 connected to the telephone communication network NWt, and a plurality of customer communication devices 110, 110.
The extension communication means 124 is connected to the.

The web server computer 130 includes a control means 131, a recording means 132, and a data communication network NWd.
A communication unit 133 connected to the facility 100 is provided, and the recording unit 132 is described in a page description language such as HTML or the like, and is installed in the facility 100.
Web pages used for the purpose of advertising etc. are recorded.

FIG. 4 is a block diagram showing the construction of the interpreter support system of the present invention on the service enterprise 200 side. The interpreting call device 210 is a control means 21 for controlling the entire device.
1. recording means 212 composed of a non-volatile memory and a volatile memory for recording various programs and data,
A voice input / output unit 213 having a transmitter and a receiver, a voice conversion unit 214 for mutually converting voice and communication data input / output by the voice input / output unit 213, video input / output having a liquid crystal display and a CCD camera. Means 215,
A video conversion unit 216 for mutually converting the video and communication data input / output by the video input / output unit 215, a first input unit 217a such as a numeric key and a symbol key, and a communication code such as a telephone number are set. Second input means 21 such as a function button
7b, extension communication means 21 connected to the extension control device 220
8 and the data communication means 2 connected to the communication device 230
Equipped with 19.

The second input means 21 of the interpreting communication device 210
Reference numeral 7b is a plurality of function buttons, such as 20 buttons, each having a built-in output LED in advance and associated with each language. Each function button is connected by a communication code contracted by the service enterprise 200. It is set to correspond to the telephone line.
With this setting, when there is an incoming call based on a communication code associated with French, for example, an output indicating an incoming call to a telephone line associated with French, for example, is incorporated in the second input unit 217b. LE
The second input means 217 in which D blinks to notify the incoming call and blinks
By pressing b, the connection of the line to the incoming call is established. The second input means 2 which is a function button
Not using 17b, but using a dedicated output means,
You may make it output which shows the language matched with each language.

The extension control device 220 includes control means 221 and
Recording means 222, station side communication means 223 connected to the telephone communication network NWt, a plurality of interpreting communication devices 210, 210, ...
The recording device 2 based on the serial communication interface standard such as the extension communication means 224 connected to the RS232C and the RS232C.
Data communication means 225 for transmitting data to 50 is provided.

The communication device 230 includes a control device 231, a recording device 232, a data communication device 233 connected to the interpreting communication device 210, an internal communication device 234 connected to an internal communication network NWi such as a LAN, and a data communication network such as the Internet. An external communication unit 235 connected to the NWd, an input unit 236 such as a mouse and a keyboard, and an output unit 237 such as a monitor and a printer are provided, and the recording unit 232 is for browsing a web page described in a page description language. A browsing software program called a browser is recorded.

The database device 240 comprises the control means 24.
1, a recording unit 242, and an internal communication unit 243 connected to the internal communication network NWi, and a part of the recording area of the recording unit 242 has communication code information indicating the communication code assigned to the customer communication device 110 and the customer. It is used as a customer database 240a that records the customer information related to.

FIG. 5 is an explanatory view conceptually showing the recorded contents of the customer database 240a included in the database device 240 used in the interpreter support system of the present invention. In the customer database 240a, items such as a customer homepage address, a customer email address, and related information associated with communication code information indicating a communication code assigned to the customer communication device 110 managed by the customer facility 100 are stored. The classified customer information is recorded as a record.

In the customer home page address item, information such as a URL for accessing a web page recorded in the web server computer 130 is shown. The customer email address item shows an email address for sending an email to a personal computer (not shown) managed by the facility 100. In the related information item, information such as a location of the facility 100 and a tourist map showing nearby landmarks and tourist attractions is recorded. Note that the related information is the same information as the facility 100.
The same information may be recorded in a personal computer (not shown) managed by.

The recording device 250 comprises a control means 251, a recording means 252, and a data communication means 253 connected to the extension control device 220, and a part of the recording area of the recording means 252 records a call time history call. It is used as various databases such as the history database 250a and the incoming call history database 250b that records the history of incoming calls.

FIG. 6 shows a call history database 2 provided in the recording device 250 used in the interpreter support system of the present invention.
It is explanatory drawing which shows notionally the recorded content of 50a and the incoming call history database 250b. FIG. 6A shows a call history database 250a, and the call history database 250a includes the interpreting call devices 210, 210, ...
Records having data are recorded in various items such as a language category associated with the specific information for identifying, reception start date / time, end date / time, and sender number.

FIG. 6B shows an incoming call history database 25.
In the incoming call history database 250b, the language category and the number of incoming calls or points converted into points are associated as items, and are recorded as records having data in each item.

Next, the processing of the customer communication device 110, the interpretation communication device 210, the communication device 230, and the recording device 250 used in the interpreting support system of the present invention will be described with reference to the flowchart shown in FIG. When a foreign customer or a person in charge of customer service at the facility 100 needs an interpreter, the second input means 117b, which is a plurality of function buttons included in the customer communication device 110, indicates a second language for which an interpreter is desired. The input means 117b is pressed. Instead of pressing the second input means 117b associated with the language, the first input means 117a may be pressed in the order of indicating the communication code associated with the desired language.

In the customer communication device 110, by pressing the first input means 117a or the second input means 117b, a call instruction for a communication code associated with a language, for example, a telephone number is accepted (step S1), Based on the received call-out instruction, a call-out process for connecting the interpreter's communication device 210 and the telephone line via the telephone communication network NWt is performed (step S2).

The interpreter's telephone device 210 receives an incoming call from the customer's telephone device 110 (step S3), and blinks the second input means 17b set to the language associated with the communication code indicated by the received incoming call. In addition, the incoming call output such as ringing is performed (step S4) to notify the interpreter of the incoming call. Then, the interpreter who interprets in the corresponding language depresses the blinking second input means 217b, whereby the telephone line connection is established and the call can be started. For the call at this time, for one interpreter who operates the interpreting call device 210, two customer call devices 11 are used.
Calls are made by a three-way call in which 0 and 110 are used by a foreign customer and a person in charge of customer service, respectively.
By using the videophone functions of the 10, 110 and the interpreting call device 210, it is possible to interpret while confirming each other's facial expressions, so that it is possible to perform accurate interpretation.

When the telephone line connection is established, the line connection is established from the interpreting communication device 210 to the recording device 250 via the extension control device 120 so as to record the communication history. A signal is transmitted (step S5).

Then, the recording device 250 receives the line connection establishment signal (step S6), and starts recording the call history based on the received line connection establishment signal (step S7).

Further, the interpreting communication device 210 detects the communication code of the calling side using the number notification function (step S8), and transmits the communication code information indicating the detected communication code to the communication device 230 (step S9). ).

The communication device 230 receives the communication code information (step S10), accesses the customer database 240a included in the database device 240, and extracts the customer information from the customer database 240a by using the communication code information as a search key ( In step S11), the extracted customer information is output (step S12).

If the customer information extracted in step S11 includes the URL indicating the web server computer 130 managed in the facility 100, the web server computer 130 is accessed based on the included URL. (Step S13), the web page indicated by the URL is received (step S14), and the received web page is output (step S15).

FIG. 8 is an explanatory diagram showing an image output from the communication device 230 used in the interpreter support system of the present invention. As shown in FIG. 8, from the communication device 230, a web page managed by the facility 100 is output on the upper right side, and an e-mail address, which is one of the customer information, is output on the lower side of the web page. On the left side of the web page, a peripheral map of the facility 100 is output as customer information extracted from the customer database 240a. Furthermore, the information such as the call start time, the end time, the specific information for specifying the interpreting apparatus 210, and the name of the language is output below. Regarding customer information such as a peripheral map, by outputting the same information on a personal computer managed by the customer, it becomes possible to provide a smoother service.

If necessary, the communication device 230 can output the call history recorded in the recording device 250. FIG. 9 is an explanatory diagram showing an image output from the communication device 230 used in the interpretation support system of the present invention. In FIG. 9A, the call history for each call is shown, and the caller's communication code and call start time are associated with the customer name, which is one of the customer information extracted based on the communication code information. , Talk time (interpretation time), points,
And a value indicating the content are shown. In the example shown in FIG. 9A, the value indicating points is calculated as 70 × call time. In addition, the information recorded in the item of content is information input by each interpreter after the call ends,
It is used for work such as classification when summarizing call contents.

In FIG. 9B, the interpreting communication device 210,
.., that is, a call history for each interpreter is shown, and specific information for specifying the interpreting call device 210, a call start time, a call end time, a call time, and contents are shown. As an application example of the call history display method, it is also possible to output the call time for each language, and it is possible to analyze the demand based on these and use it as a reference material for determining the placement of interpreters. .

In the above-mentioned embodiment, the mode in which the incoming call for all languages is output by each of the plurality of interpreting communication devices 210, 210, ... Has been described, but the present invention is not limited to this. A single language may be associated with each of the interpreting communication devices 210, 210, ... And set so that only the corresponding language receives an incoming call.

[0049]

As described above in detail, in the interpreting support system according to the present invention, an interpreter service is provided to foreign customers who use respective facilities in a service enterprise whose customers are facilities such as accommodation facilities and retail stores. In the form of providing, a service contractor makes a communication contract to acquire a plurality of communication codes such as a telephone number in advance, associates a different language with each communication code, and the customer side responds to each communication code. Using a customer-use telephone device such as a videophone that has a function button for making a call, press the function button corresponding to the language to be translated to make a call to the corresponding communication code, and provide an interpretation service business. On the body side, using an interpreting communication device such as a videophone that accepts incoming calls for a plurality of communication codes, after checking the language associated with the incoming communication code,
Since an interpreter can be selected and a call can be started, it is possible to provide a smooth service without waiting for a customer or a foreigner who needs an interpreter.

[Brief description of drawings]

FIG. 1 is an explanatory diagram showing the concept of an interpreter support system of the present invention.

FIG. 2 is a block diagram showing the structure of the interpreter support system of the present invention on the facility side.

FIG. 3 is a top view showing an appearance of a customer-use telephone device used in the interpreter assistance system of the present invention.

FIG. 4 is a block diagram showing the configuration of the interpreter support system of the present invention on the service enterprise side.

FIG. 5 is an explanatory diagram conceptually showing the recorded contents of a customer database included in the database device used in the interpreting assistance system of the present invention.

FIG. 6 is an explanatory view conceptually showing recorded contents of a call history database and an incoming call history database included in a recording device used in the interpreting assistance system of the present invention.

FIG. 7 is a flowchart showing the processing of a customer-use telephone device, an interpreter telephone device, a communication device, and a recording device used in the interpreter assistance system of the present invention.

FIG. 8 is an explanatory diagram showing an image output from the communication device used in the interpreter assistance system of the present invention.

FIG. 9 is an explanatory diagram showing an image output from the communication device used in the interpreter assistance system of the present invention.

[Explanation of symbols]

100 facilities 110 Customer Intercom 120 Extension control device 130 Web server computer 200 service entities 210 Interpreter communication device 220 Extension control device 230 Communication device 240 Database device 240a Customer database (Customer DB) 250 recorder NWd data communication network NWi internal communication network NWt telephone communication network

   ─────────────────────────────────────────────────── ─── Continued front page    (72) Inventor Akiyo Kubo             1-3-16 Sonezaki Shinchi, Kita-ku, Osaka City, Osaka Prefecture             Kyotomi Building Prosper Corp.             Within the station (72) Inventor Akira Tanikawa             2-6-1 Kitamikata, Takatsu-ku, Kawasaki City, Kanagawa Prefecture             No. NCI Inn Frontier Stock Association             In-house F term (reference) 5K015 AA10 AD01 AF08 KA02                 5K024 AA74 AA76 BB07 CC03 CC09                       DD01 EE09 FF03 FF06 GG01                       GG10

Claims (5)

[Claims] 1. An interpreter support system comprising a customer-use telephone device and an interpreter-use telephone device, wherein the customer-use telephone device has a plurality of lines for receiving transmission instructions for a plurality of communication codes associated with different languages. The interpreter's telephone device includes a means for accepting an incoming call for a plurality of communication codes respectively associated with different languages, and a means for outputting an indication of a language with which the accepted incoming call is associated. An interpreter support system characterized by that. 2. A communication device connected to the interpreting communication device, wherein the interpreting communication device includes means for detecting a communication code of a calling side, and communication code information indicating the detected communication code to the communication device. And a means for accessing the customer database that records the customer information and the communication code information related to the customer-use telephone device in association with each other, and the customer database using the received communication code information as a search key. The interpreter assistance system according to claim 1, further comprising: a unit for extracting customer information from the client and a unit for outputting the extracted customer information. 3. The communication device comprises means for connecting to a data communication network, and means for accessing a web server computer on the data communication network based on customer information extracted from a customer database. The interpreter support system according to claim 2. 4. The interpreter support system according to claim 1, wherein the interpreter call device includes means for recording a call history. 5. The call device for a customer and / or the call device for an interpreter is a plurality of devices capable of simultaneously talking on each other, according to any one of claims 1 to 4. Interpretation support system.