JP2004056405A - Reception supporting system, reception supporting method, reception supporting program, and recording medium with the program recorded thereon - Google Patents

Abstract

<P>PROBLEM TO BE SOLVED: To provide a novel reception supporting technology whereby a user and an opposite party share a video image to be watchedd as if the opposite party gestures in the sight of the user in order to support the opposite party dealing with the user of a terminal connected to a network. <P>SOLUTION: When receiving a moving picture resulting from photographing a scenery of the user side from the terminal operated by the user, a terminal operated by the opposite party receives the moving picture and displays it. When the opposite party takes an action in response to the display of the moving picture, the terminal of the opposite party photographs the motion of himself/herself, composes the photographed moving picture of himself/herself with the moving picture being displayed, and the terminal operated by himself /herself transmits the moving picture to the terminal operated by the user. Thus, the user and the opposite party can share the video image to be watched as if the opposite party gestures in the sight of the user. <P>COPYRIGHT: (C)2004,JPO

Description

[0001]
TECHNICAL FIELD OF THE INVENTION
The present invention relates to a response support system used to support a user who responds to a user of a terminal connected via a network, a response support method used to realize the response support system, and a response support method And a recording medium on which the response support program is recorded.
[0002]
[Prior art]
As a response system in which two users respond through a network, a system called a Web contact center system is commercially available.
[0003]
This is intended to improve the efficiency of customer service and customer satisfaction by utilizing the content video posted on the common Web screen between the customer and the customer service representative of the company. It is.
[0004]
The conventional Web contact center system is designed on the premise of sharing static contents such as photos and presentation applications.
[0005]
Furthermore, by using a technique called an electronic whiteboard, these static contents are overlaid with objects such as curves and characters drawn by the user, and the composite video after the objects are overlaid is displayed by the user. Some systems have the function of sharing.
[0006]
[Problems to be solved by the invention]
However, the conventional response system can only share static content between two users. For example, when a user A wants to point out a defect of a product or the like to a user B, the user A cannot use the service. When a defect appears only after moving, it is difficult to express the defect with a static image.
[0007]
In addition, objects that can be superimposed on the shared content are limited to objects such as curves, and these objects obscure part of the original shared content image, which has a cosmetic problem. .
[0008]
In addition, since we do not have the function of saving the response process of these images as content or adding metadata to the content, we have been able to improve the response service at the company and to provide products that became the theme of the response, etc. It could not be used effectively to improve the specifications of things.
[0009]
An object of the present invention is to provide a new response support technology for solving such a problem of the conventional technology.
[0010]
[Means for Solving the Problems]
In order to achieve this object, the response support system according to the present invention provides a response from a terminal operated by a user in order to support a response to a user of a terminal connected via a network. Means for receiving a moving image of the incoming user, (2) means for displaying the received moving image on a terminal operated by the responder, and (3) action in response to the display of the moving image. Means for photographing the movement of the responding person, (4) means for synthesizing the moving image being photographed with the moving image being displayed, and (5) synchronization with the display of the synthesized moving image. Means for transmitting the moving image to a terminal operated by the user, (6) means for storing the synthesized and displayed moving image in a storage device, and (7) attribute information to the stored moving image. Means for performing predetermined processing using means and (7) attribute information. Configured to include and.
[0011]
The response support method of the present invention realized by the operation of each of the above processing means can be realized by a computer program, and the computer program is provided by being recorded on an appropriate recording medium such as a semiconductor memory. be able to.
[0012]
In the response support system of the present invention configured as described above, when a moving image of a scene on the user side is transmitted from a terminal operated by the user, the moving image is received and the response agent is operated. Display on terminal.
[0013]
Since the responder takes a certain action upon receiving the display of the moving image, the movement of the responder is photographed, and the moving image of the photographed responder and the moving image being displayed are combined to generate a response. By displaying the composite moving image to the terminal operated by the user while displaying the moving image on the operating terminal, the processing is performed so that the user and the responder share the same moving image.
[0014]
Then, the synthesized moving image is stored in a storage device, and attribute information is added to the moving image. For example, when there is a request for search or statistical management using the attribute information, the processing is performed. Is performed.
[0015]
As described above, according to the present invention, when two users, the user A and the agent B, respond via the network, (1) a moving image of the scene of the user A is captured by the user A and the agent B. The function of sharing, and (2) using the shared moving image with the image of the scene in which the respondent B is gesturing for explanation, etc., is used as if the respondent B is using it. A function to share between the user A and the respondent B an image that appears as if they are gesturing for explanation in the immediate vicinity of the user A, and (3) a moving image of the composite display is recorded. A function to assign attribute information unique to the content, such as the service type, product name, and customer name, as metadata to the content generated as a result of recording, and to process search and statistical management using the metadata To solve the problems of the prior art It is to the achievement.
[0016]
According to the present invention, by providing a function of sharing a moving image of a scene of the user A between the user A and the agent B, "the user A can use the agent B to send a product or the like to the agent B. When it is desired to point out a defect with respect to an object, the defect can be pointed out even if the defect appears only after the object moves. "
[0017]
Further, according to the present invention, a function is provided that allows the user A and the agent B to share an image that looks as if the agent B is gesturing close to the user A. The responder B can use the finger or the like to check or explain the defect of the thing, and thereby, "a part of the image generated when pointing out the defect of the thing by the object such as the curve" is covered. The problem of the present invention, which is to solve the problem of appearance ", can be achieved.
[0018]
Further, according to the present invention, by providing a function of recording a moving image of the composite display, it is possible to reproduce the response progress of these images as necessary, and to generate the result of the recording. By providing a function of adding metadata to content, it becomes possible to execute processes such as searching using the metadata and statistical utilization thereof. According to the present invention, by these effects, the present invention realizes that "the response process is effectively used to improve the response service in a company and to improve the specification of goods and the like, which are the theme of the response, etc." The object of the invention can be achieved.
[0019]
BEST MODE FOR CARRYING OUT THE INVENTION
FIG. 1 shows the overall configuration of a system equipped with the present invention.
[0020]
As shown in this figure, in a system equipped with the present invention, a customer-side display terminal 2 provided at a customer side and a customer-side display terminal 10 provided at a customer service center 1 are connected to a communication network 3 such as the Internet or an IP network. Connected through.
[0021]
The customer-side display terminal 2 is provided with an imaging camera 200 for photographing a customer and transmitting the photographed image on the customer-side display terminal 2, and the customer-side display terminal 10 photographs a customer and displays the customer-side display. An imaging camera 100 for transmitting at the terminal 10 is connected.
[0022]
For example, as shown in FIG. 2, the system having the present invention configured as described above uses an ASP (Application Service Agent) instead of owning the system facilities of the customer service center 1 by companies X, Y, and Z. By providing the system function to the company X, the company Y, and the company Z owned by the business operator, while sharing the video between the customer-side display terminal 10 and the customer-side display terminal 2, for example, The customer service representative operating the customer service display terminal 10 receives a complaint or the like for a product of each company, and in return, the ASP company pays the system function usage fee from the company X, the company Y, and the company Z. Make the business of receiving feasible.
[0023]
FIG. 3 illustrates an example of a system configuration of the customer service center 1.
[0024]
In the customer service center 1 shown in FIG. 1, a customer service display terminal 10 is connected to a processing server 12 via a LAN 11. The LAN 11 is connected to a content archive 13, a database server 14 (DB server), and a router 15 for connecting to the communication network 3.
[0025]
Here, the processing server 12 performs a trimming function for removing a partial image such as a background from the entire image (for example, chroma key synthesis that enables synthesis with another image by treating a certain color in the image as a transparent color). ), And an editing function for superimposing a trimmed video on another video.
[0026]
In addition, the processing server 12 may have a function of calculating a fee to be charged to each company by performing a process of totalizing the number of received complaints and the like and the time required for responding to each company. .
[0027]
The content archive 13 is a mechanism for storing content generated by recording video information and audio information in response to the content.
[0028]
Further, the database server 14 is a mechanism for managing metadata of contents in addition to customer information and customer service information.
[0029]
FIG. 4 illustrates another example of the system configuration of the customer service center 1.
[0030]
In the customer service center 1 shown in this figure, a plurality of customer service display terminals 10 are connected to a LAN 11, and an ACD 16 (automatic call distributor), which is a mechanism for distributing a communication request from a customer, is provided in accordance with this. It is connected to LAN11. When a connection request is received from a customer, the ACD 16 finds an empty reception side display terminal 10 and performs processing for connecting a communication request.
[0031]
In the case where the customer service center 1 according to the configuration of FIG. 4 is used, when a reception request such as a complaint about a product is issued from the customer display terminal 2, the reception request is received by the ACD 16 (the processing server 12 receives the request). A configuration in which the ACD 16 is activated may be used), the vacant reception side display terminal 10 is selected by the ACD 16, and the reception clerk who operates the selected reception side display terminal 10 is sent from the customer side display terminal 2. Processing for receiving a complaint or the like regarding the product sent is performed.
[0032]
FIG. 5 illustrates an example of a functional block configuration of the ACD 16 provided in the customer service center 1.
[0033]
The ACD 16 performs a process of selecting a vacant reception side display terminal 10 when there is a connection request from the reception side display terminal 10.
[0034]
As shown in FIG. 5, the ACD 16 includes an IP packet transmitting unit 160, an IP packet receiving unit 161, an IP packet analyzing unit 162, a terminal connection / disconnection monitoring unit 163, It is provided with a terminal empty / busy management unit 164 and a customer service terminal selection unit 165.
[0035]
The IP packet analysis unit 162 analyzes whether the received IP packet is from the customer display terminal 2 or from the reception display terminal 10. Then, when receiving the connection request packet from the customer side display terminal 2, it instructs the customer side terminal selection section 165 to select an empty customer side display terminal 10, while connecting from the customer side display terminal 10. When a packet indicating start or end of connection is received, the terminal connection / disconnection monitoring unit 163 is notified of the fact.
[0036]
The terminal connection / disconnection monitoring unit 163 transfers the connection start / end information from the reception side display terminal 10 transferred via the IP packet analysis unit 162 to the reception terminal occupancy management unit 164.
[0037]
According to the connection start / end information of the reception side display terminal 10 received from the terminal connection / disconnection monitoring unit 163, the reception terminal occupancy management unit 164 updates the reception terminal occupancy management table having a table structure as shown in FIG. To manage the occupancy of the customer-facing display terminal 10.
[0038]
Here, in the customer service terminal occupancy management table shown in FIG. 6, the customer service display terminal 10 is vacant (1) or in use (0) in association with the IP address of the customer service display terminal 10. Although an example is shown in which the management is performed, it is also possible to use the logical number of the reception side display terminal 10 instead of the IP address.
[0039]
The customer service terminal selection unit 165 searches for the customer service terminal occupancy management unit 164 in response to the selection instruction of the customer service display terminal 10 instructed by the IP packet analysis unit 162, and thereby detects the free customer service display terminal 10. And instructs the customer-facing display terminal 10 to connect to the customer-side display terminal 2 that is the connection request source.
[0040]
According to this configuration, upon receiving the connection request from the customer-side display terminal 2, the ACD 16 searches the customer-service terminal occupancy management unit 164 to select a vacant customer-side display terminal 10, and the customer-side display terminal 10 Processing is performed so as to instruct 10 to connect to the customer-side display terminal 2 that is the connection request source.
[0041]
FIG. 7 illustrates an example of a functional block configuration of the processing server 12 provided in the customer service center 1.
[0042]
The processing server 12 combines the customer-side image sent from the customer-side display terminal 2 with the customer-side image sent from the customer-side display terminal 10 to combine the customer-side display terminal 2 with the customer-side image. Processing is performed so as to be transmitted to the side display terminal 10.
[0043]
As shown in FIG. 7, the processing server 12 includes a transmission buffer 120, a reception buffer 121, a trimming unit 122, an editing unit 123, a processing buffer 124, and a control unit 125 to perform this processing. .
[0044]
The transmission buffer 120 and the reception buffer 121 are provided to adjust a speed difference between the communication speed and the processing speed of the processing server 12 when exchanging information with another system. The trimming unit 122 performs a trimming process for removing a partial image such as a background from the entire image.
[0045]
The editing unit 123 performs an editing process of superimposing the trimmed video with another video. The processing buffer 124 is prepared for temporarily storing a video in the process of trimming or editing. The control unit 125 controls, for example, the timing of start / end of video input / output to / from the editing unit 123 / trimming unit 122 / processing buffer 124.
[0046]
In accordance with this configuration, the processing server 12 combines the customer-side video sent from the customer-side display terminal 2 with the customer-facing staff video sent from the customer-side display terminal 10 to display the customer-side display. Processing is performed so as to be transmitted to the terminal 2 and the customer service display terminal 10.
[0047]
FIG. 8 illustrates an example of a management table of the database server 14 provided in the customer service center 1.
[0048]
As shown in this figure, the database server 14 stores the ID, which is the identification number of the content, the video name, the video type, the purpose of use, the information for identifying the customer of the service partner, the name of the customer service representative, and the file for storing the content. Manage items such as names.
[0049]
Next, the service support processing executed by the customer service center 1 configured as described above will be described in detail with reference to the processing flow shown in FIGS.
[0050]
Upon receiving a connection request from the customer side, the reception center 1 first receives a connection request from the customer side in step 10 as shown in the processing flow of FIG.
[0051]
Subsequently, in step 11, the ACD 16 is activated to select a vacant reception side display terminal 10, and in the following step 12, the IP address of the selected reception side display terminal 10 is calculated.
[0052]
Subsequently, in step 13, based on the calculated IP address, the selected reception side display terminal 10 receives a connection request from the customer side, and thereby, as shown in step 14, the customer side and the reception side The connection between is established.
[0053]
When the connection between the customer side and the customer service side is established in this way, the customer service center 1 executes the response support processing while sharing the screen between the customer side and the customer service side according to the processing flow of FIG. I do.
[0054]
That is, when the customer service center 1 receives the image of the customer side scene (taken by the imaging camera 200 provided in the customer side display terminal 2) from the customer side, first, as shown in the processing flow of FIG. In step 20, a video (moving image) sent from the customer is received. In step 21, the received video is displayed on the customer-side display terminal 10, and the received video is displayed on the customer side. By transmitting the video to the display terminal 2, the received video is displayed on the customer-side display terminal 2.
[0055]
Thereby, as shown in step 22, the same image is displayed on both the customer-side display terminal 2 and the customer-side display terminal 10, so that the customer and the customer service representative share the same image. Become.
[0056]
Subsequently, in step 23, an image of a customer service representative side scene captured by the imaging camera 100 of the customer service display terminal 10 is captured.
[0057]
Here, the image sent from the customer side is an image in which the customer shows the product to be complained to the imaging camera 200 provided in the customer side display terminal 2 and explains what kind of complaint it is by gesture. Since the customer service representative takes an action of confirming the complaint by gesturing while watching the image displayed on the customer service display terminal 10, the customer service sight taken at this time is such an action. It becomes the picture of the customer service representative who takes.
[0058]
When the image of the service clerk side scene is obtained, subsequently, in step 24, trimming processing such as removal of a partial image such as a background from the entire image is performed, so that the whole or one of the body of the service clerk is performed. Extract the video of the part. For example, by treating a certain color in an image as a transparent color and using techniques such as chroma keying to enable synthesis with another image, the entire or part of the body of the customer service representative is extracted. is there.
[0059]
Subsequently, in step 25, the image of the customer service representative extracted by the trimming process is combined with the image stored in the processing buffer 124 and sent from the customer side.
[0060]
Subsequently, in step 26, the synthesized video is displayed on the customer-side display terminal 10 while the synthesized video is transmitted to the customer-side display terminal 2 to display the synthesized video on the customer-side display terminal 2. Let it.
[0061]
As a result, as shown in step 27, the same edited video is displayed on both the customer-side display terminal 2 and the customer-side display terminal 10, so that the customer and the customer service representative share the same video. become.
[0062]
That is, as shown in FIG. 12, when a moving image from a customer arrives ((1) in the figure), the moving image is fetched from the reception buffer 121 into the processing buffer 124, and a synchronization instruction from the control unit 125 is transmitted. Then, video synchronization is performed between the customer-side display terminal 2 and the customer-side display terminal 10 ((2) in the figure).
[0063]
Subsequently, the image of the sight of the customer service representative is taken in, and a trimming process for removing the background and the like is performed. Then, the trimmed video and the video stored in the processing buffer 124 are superimposed in the editing unit 123 ((3) in the figure).
[0064]
Subsequently, the images after the superimposition are synchronized with each other between the customer-side display terminal 2 and the customer-side display terminal 10 through a synchronization instruction from the control unit 125 (in the figure, ▲). 4 ▼).
[0065]
In this way, the customer and the customer service representative can share the image of the customer service person responding with gestures close to the customer, so that the customer's complaints can be heard accurately and politely. become able to.
[0066]
When the service center 1 displays and outputs the service video (including audio information) in such a form, if there is an instruction to save the video from a service clerk or the like, the service center 1 records and stores the service video. Will do.
[0067]
That is, when an instruction to save the recorded response video is issued, the reception center 1 first uploads the recorded response video to the content archive 13 in step 30 as shown in the processing flow of FIG.
[0068]
Subsequently, in step 31, by interacting with the customer service representative, metadata serving as attribute information of the uploaded response video is input (IDs that can be automatically set are automatically set). In step 32, By attaching the content file name to the input metadata, the input metadata and the uploaded response video are connected.
[0069]
Subsequently, in step 33, the input metadata is registered in the database server 14.
[0070]
In this way, the customer service center 1 processes the video to record the service, add metadata to the video, and store it in the content archive 13 and the database server 14.
[0071]
In response to the storage of the metadata, it becomes possible to search for the response video stored in the content archive 13 and to find out what kind of complaint was given to which product of which company. Statistical information and the like can be obtained.
[0072]
Although the present invention has been described according to the illustrated embodiment, the present invention is not limited to this. For example, in the embodiment, the present invention has been described with a specific example of receiving and responding to a complaint about a product, but the present invention is not limited to such a response.
[0073]
【The invention's effect】
As described above, according to the present invention, when the user A wants to point out the defect about the thing such as the product to the respondent B, even if the defect appears only after the thing moves, Defects can be pointed out.
[0074]
Further, according to the present invention, the responder B can check and explain the defect of the thing using his / her own finger or the like, so that the appearance at the time of video synthesis is improved.
[0075]
Further, according to the present invention, it is possible to save the video (including sound) of the progress of the service, and to play back the progress of the service by using these videos as needed. Will be able to execute objective utilization. From this, according to the present invention, it is possible to effectively use the response process to improve the response business in a company, to improve the specification of a product or the like which is the theme of the response, and the like.
[Brief description of the drawings]
FIG. 1 is an overall configuration of a system including the present invention.
FIG. 2 is an explanatory diagram of a business realized by a system including the present invention.
FIG. 3 is an example of a system configuration of a customer service center.
FIG. 4 is another example of the system configuration of the customer service center.
FIG. 5 is a functional block configuration diagram of an ACD.
FIG. 6 is an explanatory diagram of a customer service terminal vacancy management table.
FIG. 7 is a functional block configuration diagram of a processing server.
FIG. 8 is an example of a management table of the database server.
FIG. 9 is an example of a processing flow executed by a customer service center according to an embodiment;
FIG. 10 is an embodiment of a processing flow executed by a customer service center;
FIG. 11 is an example of a processing flow executed by a customer service center according to an embodiment;
FIG. 12 is an explanatory diagram of a response support process realized by the present invention.
[Explanation of symbols]
1 Customer Service Center 2 Customer Display Terminal 3 Communication Network 10 Customer Service Display Terminal 11 LAN
12 processing server 13 content archive 14 database server 15 router 16 ACD
100 imaging camera 200 imaging camera

Claims (6)

A response support system used to support a response to a user of a terminal connected via a network,
Means for receiving a moving image of the user's scene transmitted from the terminal,
Means for displaying the received moving image on a terminal operated by an attendant,
Means for photographing the movement of the responder acting in response to the display of the moving image,
Means for synthesizing a moving image of the photographed respondent with the moving image being displayed;
Means for transmitting the moving image to a terminal operated by a user in synchronization with the display of the synthesized moving image,
Characteristic response support system. The response support system according to claim 1,
Means for storing the synthesized and displayed moving image in a storage device,
Means for adding attribute information to the stored moving image,
Means for performing predetermined processing using the attribute information,
Characteristic response support system. A response support method used to support a response to a user of a terminal connected via a network,
Receiving a moving image of the user's scene transmitted from the terminal,
Displaying the received moving image on a terminal operated by an attendant;
A process of capturing the movement of the responder acting in response to the display of the moving image,
A process of synthesizing a moving image of the photographed respondent with the moving image being displayed,
Transmitting the moving image to a terminal operated by a user in synchronization with the display of the synthesized moving image,
Characteristic response support method. The response support method according to claim 3,
Storing the synthesized and displayed moving image in a storage device;
Providing attribute information to the saved moving image;
Performing a predetermined process using the attribute information,
Characteristic response support method. A service support program for causing a computer to execute a process used to implement the service support method according to claim 3. A recording medium storing a response support program for causing a computer to execute processing used for implementing the response support method according to claim 3.

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