JP2005269544A - Call center service system providing method for answering investigation request from mobile phone user by e-mail - Google Patents

Abstract

<P>PROBLEM TO BE SOLVED: To provide a method for conducting survey by proxy for a mobile phone user and receiving the survey result, using simple operations. <P>SOLUTION: This method has a call center receiving service system, receives a request for investigation from the mobile phone user by voice, investigates various information disclosed to the public over the Internet in the place of the mobile phone user and answers investigation result to the mobile phone user by e-mail. <P>COPYRIGHT: (C)2005,JPO&NCIPI

Description

The present invention relates to a call center service system for conducting a survey by searching the Internet on behalf of a mobile phone user based on a voice survey request received from a mobile phone user and replying by an e-mail of the mobile phone It relates to the provision method.

When conducting a survey on the Internet using a mobile phone, it is necessary to first access a web page that provides a search service, and then input a word to be surveyed on the web page that provides the search service.

However, since the number of web pages created for mobile phone terminals is small, the survey range is limited compared to surveys using the general Internet.

In addition, character input on a mobile phone generally uses numeric keys, but is not suitable for inputting a large amount of information for investigation.

Even when the corresponding information can be searched, the information that can be displayed on the mobile phone is limited, so the level of detail of the information is low and it is difficult to compare and examine a plurality of information.

Furthermore, most of the information that is generally present on the Internet is free of charge, whereas many information providing services for mobile phones are charged, and it is difficult for individual users to investigate all information.

When a mobile phone user needs to perform an urgent survey in a situation where survey means are limited, such as where the user is away from home, the mobile phone user tries to obtain a survey result by using an information providing service using a mobile phone.

However, there is a limit to the information provided for mobile phones, and it often takes a lot of time to arrive at the survey results.

An object of the present invention is to provide such a mobile phone user with a method that can perform a survey and receive a survey result with a simple operation.

In the call center service providing method according to the first aspect of the present invention, a call center operator accepts a mobile phone user survey request by telephone, and the operator who accepts the mobile phone user survey request disconnects the telephone and transmits the Internet, etc. The mobile phone user survey request is surveyed using various services existing in the Internet, and the survey result is returned to the cellular phone user by e-mail.

As described above, according to the first aspect of the present invention, the mobile phone user only makes a request for the survey, and the mobile phone user does not perform a laborious input operation on the mobile phone. Not only can you get results, but you can save time and effort to investigate information. Further, since the survey results are received by e-mail, time and place are not restricted when receiving the survey results.

DESCRIPTION OF EXEMPLARY EMBODIMENTS Hereinafter, preferred embodiments of the invention will be described in detail with reference to the drawings.

1 shows a configuration example of a call center service system according to an embodiment of the present invention. The service includes a PBX 5, a mail server 6, a CTI server 7, a database 14, a plurality of operator terminals 9, 11, 13, and operator telephones 8, 10, 12 corresponding to these terminal devices. The mail server 6 and operator terminals 9, 11 and 13 are connected to the Internet 4. The operator terminals 9, 11, 13 are connected to the CTI server 7. The PBX 5 is connected to the public line network 2 and is connected to the CTI server 7 and the telephones 8, 10, and 12.

A guidance operator is seated in front of each of the operator terminals 9, 11, and 13, and answers the incoming call. The operator hears the purpose of the survey from the mobile phone terminal user and ends the call. At this time, on the operator's terminal, the information of the other party who made the call is displayed by the CTI server 7 and the database 14.

The operator searches the web server 2 using the Internet search software of the operator terminal according to the purpose of the survey. The search result thus obtained is confirmed on the display screen of the operator terminal. A plurality of web servers 2 exist and are services outside this system that are operated by various providers, various corporations, and individuals.

The operator enters the search result in the body of a mail whose destination is the mail address acquired from the database, and instructs the mail server to send a mail from the operator terminal.

The mobile phone user receives an email from the operator and obtains a target survey result.

It is a block diagram which shows the structure of the call center service provision system by Embodiment 1 of this invention.

Explanation of symbols

1: Mobile phone 2: Web server 3: Public network 4: Internet 5: PBX
6: mail server 7: CTI server 8: telephone 9: operator terminal 10: telephone 11: operator terminal 12: telephone 13: operator terminal 14: database

Claims (5)

It has a call center acceptance service system via the telephone network and the Internet protocol network, accepts voice survey requests from mobile phone users, investigates various information published on the Internet on behalf of mobile phone users, mobile phones A method of providing a call center service characterized by answering a user. 2. The call center service providing method according to claim 1, wherein the call center is used from a mobile phone. 2. The call center service providing method according to claim 1, wherein an operator directly confirms a request of a mobile phone user by voice without using an automatic voice response device. 2. The call center service providing method according to claim 1, wherein the survey result is transmitted to the mobile phone by an e-mail method. 2. The call center service providing method according to claim 1, wherein various types of information disclosed on the Internet are targeted for investigation, and the operator conducts investigation on behalf of a mobile phone user.

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