JP2003187061A - User support system, server device of user support system, operator selecting program and operator selecting method of user support system - Google Patents

Abstract

<P>PROBLEM TO BE SOLVED: To provide a user support system capable of suitably coping with a support request of a user by selecting a proper operator to the support request of the user. <P>SOLUTION: A server device provides the user support system, and is connected to a user terminal via a network. The server device has an operator selection control part for selecting the proper operator to the content of the support request from a plurality of operators according to the support request from the user terminal by storing respective characteristics of the plurality of operators. <P>COPYRIGHT: (C)2003,JPO

Description

Detailed Description of the Invention

[0001]

BACKGROUND OF THE INVENTION 1. Field of the Invention The present invention relates to user support for inquiries from users of products via a network.

[0002]

2. Description of the Related Art Conventionally, a user support service in which an operator responds to inquiries and support requests from users who have purchased products such as hardware and software, and gives advice such as operation explanations and failure diagnosis. Is being carried out, and it is spreading regardless of industry. Generally, these services respond to the user via a telephone, but it is also considered to accept the user's access via the WWW and respond.

[0003]

In such a user support service, an operator who receives an access from the user is often in charge of the reception as it is, and the operator is selected according to the contents of the support requested by the user. Things have not been done. Moreover, even if the operator who seems to be the first to receive access makes an inquiry to an operator who seems to be appropriate for the user's support request, the judgment is only the subjective one of the operator, and the selection range of the operator. Is limited to operators who work at the accessed base.

The present invention solves such a problem by selecting an appropriate person from a plurality of operators in response to a user's support request, and supporting the user with limited human resources of the operator. It is an object of the present invention to provide a system that can respond appropriately to requests.

[0005]

[MEANS FOR SOLVING THE PROBLEMS] A user terminal connected to a user terminal and one or a plurality of operator terminals used by an operator who responds to a support request issued from the user terminal via a network, and each operator using the operator terminal An operator carrier database that stores characteristics and an operator selection control that selects an operator that matches the content of the support request from the user by referring to the operator carrier database according to the support request made from the user terminal to the server device Section.

[0006]

DETAILED DESCRIPTION OF THE PREFERRED EMBODIMENTS Preferred embodiments of the present invention will be described below with reference to the drawings. FIG. 1 schematically shows an example of a network when the user support system of the present invention is operated on WWW1. In addition, in the present embodiment, the case of the after-support service of the manufacturing apparatus and its software will be described as an example of the user support target, but the product to be supported is not limited to this.

In the figure, reference numeral 100 denotes a management server which is the core of this system, and is mainly responsible for management of various databases related to user support services, automatic operator selection processing, and mediation of communication between user terminals and operator terminals. There is. Reference numeral 2 denotes a user terminal PC of a user who receives this service, and can access the management server 100 via a Web page to receive support services such as trouble consultation. 3 is a salesman terminal PC used by a salesman who sells products to be supported to the user, and 4 is a serviceman terminal PC used by a serviceman who repairs or repairs the products to be supported. Yes, it is possible to access the management server 100 via a Web page and browse and write to various databases according to the given authority.

Reference numeral 5 denotes an operator terminal which is a base to which the operator belongs, and is located at the place of work of the operator. At the operator base, a plurality of operators are on standby for a predetermined working time, and the operator selected by the management server 100 communicates with the user to provide support. A plurality of operator terminals 5 are scattered all over a country or all over the world, and a plurality of operators having different languages and support categories belong to each base. The above devices are communicatively connected to each other via WWW1.

Next, the specific specifications of the management server 100 will be described with reference to FIG. This figure is a functional block diagram showing the internal configuration of the management server 100 expanded into blocks for each main function. The functions shown in this block diagram are realized by computer resources such as CPU, RAM, and ROM, and network resources such as Web server and FTP server.

Reference numeral 101 denotes a central control unit, which centrally controls the entire management server 100 including the functional units described below. A network interface unit 102 controls communication with each of the terminal PCs 2 to 4 and the operator / operator terminal 5 via the WWW 1, and also a Web interface.
Information is communicated with the user via the page 102a. That is, the support request from the user is
It is performed by inputting text in a predetermined form in a predetermined web page, and an operator's response to it is also made by a web page displaying text and image data in the predetermined form. Further, browsing and writing in various databases by an operator or the like is also performed via the Web page.

Reference numeral 103 denotes a communication operation control unit, which authenticates a user who has accessed to receive support, monitors communication between a user and an operator, writes a command in a communication history management database 110 described later, and selects a user and an operator described later. It is responsible for overall control of communication operation, such as control for mediating communication with the operator terminal 5 to which the operator selected by the control unit 105 belongs.

Reference numeral 104 denotes a support request acceptance control unit,
A new support request is selected from the requests from the user, and a process of assigning a support ID to this is performed so that history management by the communication history management database 110 described later can be performed for each support case.

Reference numeral 105 denotes an operator selection control unit including a language judgment unit 105a, which is a Web page 10
In response to a user's support request via 2a, a program process for selecting a more appropriate operator from a plurality of operators belonging to a plurality of operator terminals 5 is executed. Regarding this operator selection processing, a plurality of judgment processings based on several factors are performed as will be described later. As one of the judgment processings, the matching of the language used by the user and the language usable by the operator is judged. There is processing and therefore it is necessary to recognize the user's language. Therefore, Web page 1
A language determination unit 105a, which is a language determination device that determines the language to be used by referring to the text input in the support request input form 02a, is used to enable the user to use the text information that is inevitably input when requesting support. I try to recognize the language. The operator selection algorithm and the user support request input form will be described in detail later.

Reference numeral 106 denotes a content creation function unit, which appropriately selects and collects data of various databases, which will be described later, and edits the Web page 102a, or directly sends content for advice to a specific user. At that time, the content is being created.

Reference numeral 107 denotes a database access control unit, which allows access to various databases described later from the functional units in the management server 100 described above, the user terminal PC2, the salesman terminal PC3, the serviceman terminal PC4, and the operator terminal 5. In addition to the control, the control is performed so that browsing and writing are performed according to each authority.

Reference numerals 108 to 112 denote various databases controlled by the database access control unit 107. The customer information database 108 manages information about users who can receive the service of the user support system of the present invention, that is, users who have purchased products. For example, the information is organized for each user by the data structure form shown in FIG. Stored and stored. The data structure form includes personal data 201, product purchase history data 202, product maintenance history data 20.
3. User support system usage history data 204
It is managed by dividing it into 4 items.

The personal data 201 is basic data such as a user's name and address, a user ID and password used for login when using the user support system, and other personal information of the user obtained through other business activities. And information. For example, the current usage status of the product by the user is also recorded in this item. In principle, writing of this data from the salesman base PC 3, the serviceman base PC 4, and the operator terminal 5 is permitted.

The purchase history data 202 is for managing in chronological order information about what products the user has purchased so far, and the name of the purchased product and one of the products.
A serial number uniquely assigned to one, sales information (information related to the act of selling: sales price, net profit, person in charge of purchase, etc.), and information related to product setting are recorded. . In principle, writing of this data from the salesman base PC 3 is permitted.

The maintenance history data 203 is for managing in chronological order information about what kind of maintenance has been performed by the user, and in addition to the name and serial number of the product to be maintained, information on the service person. ,
Information such as specific repair details is recorded. In principle, writing of this data from the serviceman base PC 4 is permitted.

The usage history data 204 is used to classify the usage history of the user support service of this embodiment for each support ID assigned to each support request item and manage the usage history in time series. , The content of the response result,
Information such as the operator in charge is recorded. Since details of user support are also recorded in the communication history management database 110 described later, it is sufficient to record at least a support ID in this data 204.
Further, as a general rule, writing of this data from the operator terminal 5 is allowed.

Operator carrier database 109
Is a carrier data storage device including a database that manages characteristics of individual operators (carrier information and work style) for each operator, and a priority database that ranks operator response capabilities by product model or support case. . The former is recorded by the data structure shown in FIG. 4A, and the latter is recorded by the data structure shown in FIG. 4B.

Carrier information for each operator is shown in FIG.
As shown in (a), it manages the information about the working status of each operator and the information about the support capability, and has an operator ID, a name, a base server as a work location, working hours, and whether or not he is currently working. The attendance information, products that can be supported, language in charge, carrier log data showing an overview of the history of charge in the past, and other special notes regarding the carrier are recorded. The carrier log data is data collected based on the support ID of the support case in charge of the past, and includes information such as a user ID corresponding to the support ID. This data is generated by summarizing the data recorded in the communication history management database 110. Regarding the attendance information indicating whether or not he is currently at work, rewriting by the base server 5 is allowed,
For other information, writing from other than the administrator PC (not shown) of the management server 100 is prohibited.

As shown in FIG. 4B, the priority database manages ranking data indicating the ranking of the operator's capability for each product model, for example. Writing of this data from other than the administrator PC (not shown) of the management server 100 is prohibited.

The communication history management database 110 records the contents of the support request from the user and related items, and the response contents of the operator and related items corresponding thereto in a time-series order for each support case. The data structure is as shown in FIG. 5, for example.
Regarding some of these writing records, the communication operation control unit 103 that monitors the communication between the user and the operator for some items.
However, other items are performed by the operator of the base server 5. This will be described later.

As shown in the figure, the concrete data structure is, for each support case, a support ID for specifying the case and a user I for specifying the user who has requested the support.
D, product code that identifies the product to be supported,
The serial number of the support product is recorded, and the communication record actually performed by the user and the operator is a serial number N assigned to each communication process and indicating the communication order.
o. Based on the above, the date and time of communication, information indicating whether it is a transmission from a user or a reply from an operator, a base ID indicating a base server to which the operator belongs, an ID operator for specifying an individual operator, and the language determination described above. Part 10
5a, the language used, the specific support request content, the support request code indicating the outline of the support request content, the specific response content to the support request, the response code indicating the outline of the response content, the status code, and other special notes Consists of.

The support request code is a code assigned to each type of support request classified in advance,
Similarly, the response code is a code assigned to each type of support request classified in advance.

The status code indicates the status of support by the operator, and is given for each communication. The final disposal code indicates the final response status of the support case, and is added when the processing of the support case is completed. As shown in FIG. 6, the status code and the final disposal code are related to each other, and the final disposal such as when the support to satisfy the user is completed or the situation does not progress even after a predetermined period has elapsed. At the time of approval, the latest serial number.
A final disposal code determined according to the status code given to For example, in the case of FIG. 6, the latest serial number. If the final disposition approval is reached when the status code assigned to is "1", the final disposal code is "A" and the status code is "2".
When the final disposal approval is reached at “3” or “4”, the final disposal code is “B”, and when the status code is “5”, the final disposal approval is at “C” or “ "D" is given.

Since the support project is allowed to analyze or process the data when the final disposal code is given, the administrator of the management server 100 analyzes the contents, and the analysis result is stored in another database 108, 10
By uploading to 9, 111, 112, the database is updated with the latest contents.

The support case database 111 is a database in which support request cases are generalized and systematized by analyzing the data recorded in the communication history management database 110, and an operator who receives a support request provides a solution. It is used to derive it. In addition, since the specific solution for each case is also recorded as data, if there is a case that exactly matches the user's request, create a transmission file for reply using the solution data. It can be sent to the user. Note that since negative cases and rare cases are also recorded in this database 111, browsing restrictions are required, and in principle only operators can access.

The FAQ database 112 is a collection of typical support request cases obtained by analyzing the communication history management database 110 (frequently asked questions and answers), and is directly accessible by the user.

Next, regarding the procedure of the actual user support service, the timing charts of FIGS. 7 to 9 and FIG.
The description will be made based on an example of a Web page displayed on the screen of the user terminal PC2 shown in FIG.

First, the user terminal PC2 is the management server 10
When you access the Web page 102a operated by 0,
The login screen 300 shown in FIG. 10 is displayed. The user inputs the user ID and the password in the input fields 301 and 302, and inputs the support ID in the field 303 when the support ID has already been issued. That is,
If the support case requested by the user is new, the support ID has not been issued at this point, but a more specific support case for which a support request has been made even once in the past and some kind of response from the operator has been obtained. Alternatively, when a related support request is made, the already issued support ID is input in the field 303. Further, the user selects the language desired to be used for communication using the text box 304 and operates the button 306 to transmit the login information to the management server 100 (S201 in FIG. 7). If the user ID or the like is forgotten, the button 305 moves to the link page. Note that the user ID may be given according to user registration via the Web, but in the present embodiment, the purchaser is registered as a user when the product is sold, and the ID is given. Information is to be written to the customer information database 108.

In response to this, in the management server 100, the communication operation control unit 103 refers to the customer information database 108 to authenticate the user, and if the authentication is confirmed, the login is made by the login notification screen 310 shown in FIG. Notification of permission (S202). The logged-in user may contact the operator directly for a support request or FA
Either of browsing the Q database 112 can be selected (S203). Here is the FAQ database 11
2 is requested (S204), the management server 100
Then, access to the FAQ database 112 is permitted, and a search screen of the FAQ database 112 is displayed to the user (S205), and the browsing is possible. The user's support request may be resolved by browsing the FAQ database 112 (S206), but if not,
A contact is requested to the operator from the screen of FIG. 11 (S207), and a support request form for filling in the support request content shown in FIG. 12 is acquired on the Web page (S208).

The support request form 320 includes a field 321 for inputting a support ID, a radio button 322 for checking when a support item is new, a selection section 323 for selecting a product to be supported, and specific support request contents. It includes a text input field 324, a send button 325, and the like. It should be noted that if the support ID is forgotten, the user can move to the link page from the button 326 and search.

Support request form 32 by the user
0 is input (S209 in FIG. 8), and the management server 1
When it is transmitted to 00 (S210), the support request acceptance control unit 104 of the management server 100 performs the following process of assigning a support ID to a new support request.

First, the support request acceptance control unit 104
Whether or not the support ID is properly entered is determined whether the support request form 320 is entered in the field 321 and the ID entered in the field 321 and the communication history management database 1
Judging from the collation processing with the data of 10 (S211),
If it is determined that there is a regular input, it is determined that the support case is currently being processed, and the communication history writing process (S
216). On the other hand, when it is determined that the input of the support ID is not proper, it is determined whether the support ID is a new support item to which no ID has been assigned or an ID input error has occurred. (S212) This determination is made by the radio button 322.
Check the operation status of. If it is determined that the ID input is incorrect, the support ID is erroneously input as in the Web page screen 340 shown in FIG. 13 (S21).
3). Further, when it is determined that it is a new support item, a new support ID registration process (S214) is performed, and then the registered support ID is notified to the user as in the Web page screen 330 shown in FIG. (S21
5) Then, the process proceeds to the communication history writing process (S216).

As can be seen from the above description of the procedure, for a new support case, the FAQ database 112 can be browsed before the support ID is issued.
For a support case that can be easily resolved by referring to the AQ database 112, the support ID does not have to be issued, and unnecessary processing does not occur.

The communication history writing process (S216)
This is a process of moving the input data filled in the support request form 320 to the communication history management database 110, and the input data is recorded in the predetermined item according to the command of the communication operation control unit 103 according to the form of the data structure shown in FIG. To be done.

Next, the operator selection control unit 105 of the management server 100 performs a process of selecting the operator in charge of the support case received from the user (S217). The algorithm of this processing will be described in detail later.

When the operator selection control unit 105 selects an operator by the processing described later, the management server 100
Notifies the base server 5 to which the selected operator belongs to confirm the acceptance of the operator's responsibility (FIG. 9).
S218). Upon receipt of this, the operator in charge returns a notice of acceptance of trust to the management server 100 (S21).
9). After this exchange, the management server 100 transmits the support request content received from the user to the operator in charge (S220). This is done by notifying the content directly written by the user in the support request form of FIG.

Upon receipt of this, the operator in charge makes the best use of his / her own knowledge and experience to refer to the support case database 111 and perform the work of obtaining the most appropriate answer to the support request. As a result, there is an appropriate case in the support case database 111 that exactly matches the user's request and has a history of solving it (S2).
21) In this case, the management server 100 is notified of desired data out of the solution data recorded in the support case database 112, and is instructed to send the file of the data to the user (S22).
2) Then, the duty of the operator in charge is completed.

On the other hand, the communication operation control unit 103 of the management server 100 transmits the support request content to the base server 5 (S
220), the transmission instruction of solution data from the base server 5 for the support request is constantly monitored (S223), and when it is determined that the notification is received,
The database access control unit 107 reads out desired solution data from the support case database 111, prepares for sending the solution data (S224), and displays a web page screen to the user after login as shown in FIG. The user terminal PC2 is notified that the data file can be downloaded by 350 (S
225). By downloading this data file, the user will get an answer to the support request. The data file may be sent by e-mail.

In this way, the support case database 1
In 11 there is prepared a data file of the solution method corresponding to the solved case, and if there is a case which is completely the same as the support request content of the user and has been solved in the past, it is prepared in advance. Since it is only necessary to send the data file of the existing solution to the user, it is possible to make a quick reply.

Further, the solution data is transmitted by downloading from the Web page screen after login or by sending an e-mail so that only the necessary information is disclosed to the users who need the information. Therefore, the non-disclosure of the support case database 111 can be maintained.

On the other hand, as a result of the operator in charge referring to the support case database 111, when the completely same case cannot be found (S221), the best solution method is found out by relying on the similar case or own knowledge. Then, this is input into a predetermined reply form, and (S226) this is transmitted to the management server 100. (S227) At this time, the operator in charge does not necessarily answer the solution to the support request, and if the content of the support request from the user is not specific, the operator is notified and a contact from the user is made again. In some cases, it may be urged, and if it is determined that a serviceman needs to be arranged, the fact may be notified.

When the reply form is sent to the management server 100, the communication operation control unit 103 displays W on the content creation function unit 106 for the user after login.
Instruct to create eb page content. In addition, the communication operation control unit 103 instructs the database access control unit 107 to write the contents described in the reply form in the communication history management database 110 (S228). Thereafter, the content of the response from the operator is displayed on the Web page screen where the user has logged in (S229).

16 to 18 show the We transmitted to the user.
Web page screens 360 and 37 based on b page data
0, 380, and the screen 360 shown in FIG. 17 indicates the lack of specificity of the content of the support request, and the screen 370 shown in FIG.
The screen 380 shown in is a case in which it is notified that the service person needs to make an arrangement. Here, the screen 380 has a button 38
By the operation of 1, it is possible to move to the linked service person reservation page. Instead of displaying the Web page screens 360, 370, 380, a transmission file may be created and the user may download the transmission file.

In the above, regarding the user support service in the present embodiment, the procedure until the operator selected in response to the support request from the user responds has been described. However, as a practical problem, regarding the support request case from the user, The interaction between the user and the operator is unlikely to be solved only once, the problem is often solved after the interaction is performed several times, and it is assumed that the operator is replaced. However, in the present embodiment, the response history of the user and the operator is recorded in the communication history management database 110 one by one and is classified and managed according to the support case by the support ID given in advance, so that the operator is replaced. Even in such a case, it is possible to easily know the previous response log by searching the communication history management database 110, and it is possible to realize a smooth response while minimizing the trouble of operator change.

Finally, the process of selecting the operator in charge performed by the operator selection control unit 105 (S21).
A specific embodiment of 7) will be described based on the flowcharts of FIGS. 19 and 20.

First, as shown in FIG. 19, a process for judging whether or not the support reception is new (new case discrimination process) is performed (S400). This determination is made in S211 and S212 performed by the support request reception control unit 104 shown in FIG.
It is made using the judgment result of. In the case of receiving new support, the process shifts to a process of extracting all the operators who are currently on standby (work operator extraction process) (S40).
5). The operator on standby means an operator who is currently working at his / her own office and is actually working at the base server 5 without taking vacation.

On the other hand, if the support reception is not new,
The time and date in the table of the communication history management DB 110 shown in FIG. 5 and the operator ID are referred to based on the given support ID to obtain the person in charge in chronological order (S401). Then, it is determined by referring to the operator carrier database 109 whether or not the previous operator in charge of this case is currently on standby (S40).
2). Here, when the person in charge last time was on standby, the person in charge last time is selected as the operator of this time (S4
03), the operator selection processing ends.

In S402, when the operator in charge of the previous time is not on standby, it is determined by referring to the operator carrier database 109 whether the operator in charge of the last time before the support case of this case is currently in standby (S404). ). Here, when the person in charge before the last time before two times is on standby, the person in charge before the last time before last time is selected as the operator of this time (S405), and the operator selection process is ended. When there are a plurality of persons in charge in the past, the person in charge this time is narrowed down to one person by giving priority to the recent history of persons in charge or giving priority to the operator having a large number of times in charge.

When no person in charge before the last two times is on standby, as in the case of new support reception,
Processing to extract all operators currently on standby (S
406). The process of S406 may be performed at the beginning of the process of selecting the operator in charge (S217), that is, before the determination process of S400.

After that, the first process is a process of extracting an operator whose language used by the user and the language in charge of the operator match from the operators extracted in the process of S406.
Is extracted (S407). Here, the language used by the user is determined by referring to the language of the text entered in the support request form of FIG. 12 by the language determination unit 105a.
The language shown in the text box 304 of the login screen is the language used by the user.

These processes (S406, S407) are similarly performed by referring to the operator carrier database 109. Although the candidates for the operator in charge are narrowed down to a plurality of people by the above processing, the optimum operator in charge is selected by further referring to the data entered in the support request form in FIG. 12 and the operator carrier database 109. Processing (S408) is performed. This process (S408) is executed by the procedure shown in FIG. 20 described below.

First, referring to the input data of the support request form of FIG. 12, it is judged whether or not the target product of the present support request is specified (S409). If the product is not specified, an operator is randomly selected from the operators extracted in the processing of S407 (S410),
The operator selection process ends. When the target product of the support request is specified, the priority data of the operator carrier database 109 is referenced, and a predetermined number of persons in charge of the target model, which is the second extraction process, are assigned in descending order of priority data. Extraction processing is performed (S411).
Furthermore, it is determined whether or not there is an operator who has a history of being in charge of another support case in which the support requester is the same user as this time and the target model is the same as this time, from the group extracted by the processing of S411. Processing is performed (S412).

If there is another operator who has been in charge of the past in another case, a third extraction process is performed to extract all the operators who have been in charge of the past from the group extracted in the process of S411. The operator with the highest priority is selected as the person in charge from the group (S41
3), the operator selection process ends.

If there is no operator who has been in charge in the past in another case, the operator with the highest priority data is selected as the person in charge from the group extracted in the processing of S411 (S414). The selection process ends.

As described above, in the embodiment of the present invention, in the process of selecting the operator in charge performed by the operator selection control unit 105, the operator having the past charge history of the support case is given the highest priority to the operator. By selecting, the discomfort of the user due to the change of the operator is minimized, and then the operator's ability and the history of another operator in the past are selected as the priorities to select the operator. Since the operator who is most suitable for the operator is assigned as much as possible, it is possible to effectively utilize the human resources of the operator and to select the operator who can respond appropriately to the support request of the user.

In the present embodiment, the process of selecting the operator in charge from the group extracted by the third extraction process (S413) and the operator in charge of the group extracted by the second extraction process are performed. In the selection process (S414), the operator with the highest priority data is selected as the person in charge, and the best operator possible for the user is assigned to the person in charge. If it is desired to avoid uneven distribution of charge, the processes of S413 and S414 may be performed at random. For example, the communication operation control unit 103
Function as a monitoring unit of the access amount of the support request to monitor the access amount of the support request from the user terminal, and when the access is less than the predetermined amount, the operator with the highest priority data is selected as the person in charge When is larger than a predetermined amount, a determination process of randomly selecting a person in charge may be performed. As another method, the number of unprocessed service requests of each operator may be measured and an operator with a small number of unprocessed cases may be selected as a person in charge. In this case, there is an effect that it is possible to promptly respond to the service request of the user.

The bias of the person in charge can also be adjusted by appropriately adjusting the number of people in the group extracted in the second extraction process (S411). Furthermore,
When the predetermined number of people are extracted from the one with the highest priority in S411, there is a possibility that some operators will not be extracted forever, so in particular there is a case where the extraction processing is not performed in S411 in order to give all operators an opportunity to improve their skills.

The preferred embodiment of the present invention has been described above, but the present invention is not limited to this embodiment.
Various applications are possible without departing from the spirit of the invention.

[0063]

As described above, in the support of the user according to the present invention, it is possible to select an appropriate person from a plurality of operators in response to the support request of the user. It is possible to appropriately respond to the support request by the intelligent resource.

[Brief description of drawings]

FIG. 1 is a schematic diagram of a network when a user support system according to an embodiment of the present invention is operated on WWW1.

FIG. 2 is a functional block diagram showing functional decomposition of the internal configuration of a management server 100 according to an embodiment of the present invention.

FIG. 3 is a diagram showing data managed in a customer information database 108 according to an embodiment of the present invention.

FIG. 4 is a diagram showing data managed by an operator carrier database 109 according to an embodiment of the present invention.

FIG. 5 is a diagram showing data managed by a communication history management database 110 according to an embodiment of the present invention.

FIG. 6 is a diagram showing a relationship between a status code and a final disposal code according to an embodiment of the present invention.

FIG. 7 is a diagram showing a processing procedure of a user support service in an embodiment of the present invention.

FIG. 8 is a diagram showing a processing procedure of a user support service in an embodiment of the present invention.

FIG. 9 is a diagram showing a processing procedure of a user support service in an embodiment of the present invention.

FIG. 10 is a user terminal PC2 according to an embodiment of the present invention.
The figure which shows the web page displayed on a screen.

FIG. 11 is a user terminal PC2 according to an embodiment of the present invention.
The figure which shows the web page displayed on a screen.

FIG. 12 is a user terminal PC2 according to an embodiment of the present invention.
The figure which shows the web page displayed on a screen.

FIG. 13 is a user terminal PC2 according to the embodiment of the present invention.
The figure which shows the web page displayed on a screen.

FIG. 14 is a user terminal PC2 according to an embodiment of the present invention.
The figure which shows the web page displayed on a screen.

FIG. 15 is a user terminal PC2 according to an embodiment of the present invention.
The figure which shows the web page displayed on a screen.

FIG. 16 is a user terminal PC2 in one embodiment of the present invention.
The figure which shows the web page displayed on a screen.

FIG. 17 is a user terminal PC2 in one embodiment of the present invention.
The figure which shows the web page displayed on a screen.

FIG. 18 is a user terminal PC2 according to an embodiment of the present invention.
The figure which shows the web page displayed on a screen.

FIG. 19 is a flowchart showing a process of selecting a responsible operator according to an embodiment of the present invention.

FIG. 20 is a flowchart showing a process of selecting a responsible operator in an embodiment of the present invention.

[Explanation of symbols]

1 ... WWW 2 ... User terminal PC 3… Salesman terminal PC 4… Serviceman terminal PC 5… Operator terminal 100 ... Management server 101 ... Central control unit 102 ... Network interface section 103 ... Communication operation control unit 104 ... Support request acceptance control unit 105 ... Operator selection control unit 106 ... Content creation function unit 107 ... Database access control unit 108… Customer information DB 109… Operator Carrier DB 110 ... Communication history management DB 111… Support case DB 112… FAQDB

Claims (26)

[Claims] 1. A user terminal connected to a network,
It has one or more operator terminals used by an operator who is connected to the network and responds to a support request issued from the user terminal, and a server device connected to the network, the server device including the operator terminal. A first database storing characteristics of each operator to be used, and the first database in response to a support request made from the user terminal to the server device.
A user support system comprising an operator selection control unit for selecting an operator who matches the contents of the support request with reference to the database of FIG. 2. A characteristic of each operator who is connected to a user terminal and one or more operator terminals used by an operator who responds to a support request issued from the user terminal via a network, Operator selection for referencing the first database in response to a first database to be stored and a support request made from the user terminal to the server device, and selecting an operator who matches the content of the support request. A server device of a user support system comprising a control unit. 3. In the first database, at least language information usable by an operator is registered as data,
The server device of the user support system according to claim 2, wherein the server device further includes a language discrimination device that discriminates a language used by the user. 4. The support request has a form in which a language used by the user is known, and the operator selection control unit selects an operator who has registered the same usable language information as the language used by the user from the operator who responds to the support request. The server device of the user support system according to claim 3, wherein a first extraction process of selecting as a candidate is performed. 5. The first database further stores support capability data indicating a rank of support capability of each operator for each type of product to be supported. The server device of the user support system described in 2. 6. The operator selection control unit targets at least the operator extracted by the first extraction process after the first extraction process, and an operator having a higher support capability with respect to a product requested by the user for support. 7. The server device of the user support system according to claim 6, wherein a second extraction process for extracting the 7. The operator selection control unit selects, after the second extraction process, at least the operator extracted by the first extraction process, and selects an operator who has a history of support of the user in another case in the past. 7. The server device of the user support system according to claim 6, wherein the responsible operator is determined from among the operators extracted by at least the third extraction processing. 8. The operator in charge is determined from the operators extracted by the second extraction processing when no candidate is extracted as a result of the third extraction processing. A server device of the user support system according to item 7. 9. The server device further comprises a monitoring unit for monitoring the access amount of the user terminal, and when the access amount exceeds a predetermined amount, the operator extracted by the first extracting process is operated. 9. The server device of the user support system according to claim 4, wherein the operator in charge is randomly determined from among them. 10. The server device further includes a support ID for identifying the support request from a plurality of support requests in response to the support request from the user terminal.
The server device of the user support system according to any one of claims 2 to 9, further comprising a support request reception control unit for giving the. 11. The server device further comprises a second database in which communication history information including response contents between the user terminal and the operator is recorded, and the communication history information is provided for each support ID. The server device of the user support system according to claim 10, wherein the server device is divided and stored in time series. 12. The operator selection control unit, when receiving the support request from the user terminal, first performs a new case determination process of determining whether the support request is new, If it is determined that the support request is not new as a result of the case determination processing, the operator in charge of the previous support request of this case is searched by referring to the second database, and these operators are given priority over this time. The server device of the user support system according to claim 11, wherein the server device is selected as a responsible operator. 13. If the support request is determined to be new as a result of the new case determination process, after performing a standby operator extraction process of extracting an operator currently on standby from all the operators, The first
13. The server device of the user support system according to claim 12, wherein the server device of the user support system is extracted. 14. The user support according to claim 12, wherein in the new case determination process, it is judged whether or not it is a new case depending on whether or not the support ID is given to the support request. System server device. 15. The user support system according to claim 2, wherein the server device further comprises a support case database in which support request case data indicating the support request from the user and a solution method thereof is recorded. Server device. 16. The server of the user support system according to claim 15, wherein the support case data is created by analyzing the communication history information relating to a final disposal process in the support request. apparatus. 17. The server of the user support system according to claim 15, wherein the support case database is allowed to be accessed from the operator terminal and is prohibited from being accessed from the user terminal. apparatus. 18. A user terminal, which is connected to a user terminal and one or more operator terminals used by an operator who responds to a support request issued from the user terminal via a network, can be browsed by the user and is typical from the user. For storing specific support requests and their countermeasures
And a means for transmitting a form for contacting the operator to the user according to a user's request, the server device of the user support system. 19. The server device of the user support system according to claim 18, wherein the form is a Web page provided to the user terminal by the server. 20. A user terminal used by a user, one or more operator terminals used by an operator responding to the user terminal, and a server device are connected via a network, and the server device can be used by each operator. A method for selecting an operator in a user support system having storage means for storing various languages, the method comprising the step of determining the language used by the user and the language used by the user with reference to the storage means. A method for selecting an operator of a user support system, which comprises a step of extracting an operator. 21. A program executed in a server device of a user support system connected to a user terminal used by a user and an operator terminal used by an operator who responds to the user terminal via a network, the program comprising: An operator selection program for functioning as a determination unit that determines a language used and a first extraction unit that extracts an operator who can use the same language as the language used by the user. 22. The judging means has means for judging a language used by a user by means of a language judging device provided in the server device, and the first extracting means has data of language information usable by an operator as data. 22. The operator selecting program according to claim 21, further comprising means for searching a registered carrier data storage device and extracting an operator who uses the same language as the user. 23. A program executed in a server device of a user support system connected to a user terminal used by a user and an operator terminal used by an operator who responds to the user terminal via a network, the program comprising: The user supports the determination means for determining the language used, the first extraction means for extracting an operator who can use the same language as the user's language, and the operator extracted by the first extraction means. An operator selection program for functioning as second extraction means for extracting an operator having a higher support capability for a requested product. 24. The second extracting means has means for searching for support capability data, which is prepared in advance and indicates the order of support capability of each operator for each type of product to be supported. The computer-readable program according to claim 23. 25. A program executed in a server device of a user support system connected to a user terminal used by a user and an operator terminal used by an operator who responds to the user terminal via a network, the program comprising: The user supports the determination means for determining the language used, the first extraction means for extracting an operator who can use the same language as the user's language, and the operator extracted by the first extraction means. Second extracting means for extracting an operator having a higher support capability with respect to the requested product, and at least the operator extracted by the first extracting process after the second extracting process are targeted by the user in the past in another matter. A third extraction process for extracting an operator with a support history is performed, and at least the third extraction process is performed. An operator selection program for functioning as a means for determining the operator in charge from the operators extracted by the extraction processing of 3. 26. A program executed in a server device of a user support system connected to a user terminal used by a user and an operator terminal used by an operator who responds to the user terminal via a network, the program comprising: Determining means for determining the language used, first extracting means for extracting an operator who can use the same language as the user's language, and when the access amount from the user terminal exceeds a predetermined amount, An operator selection program for functioning as a means for randomly determining a responsible operator from the operators extracted by the first extraction processing.