JP2007141163A - Customer response system and customer response data registration program - Google Patents

Abstract

<P>PROBLEM TO BE SOLVED: To quickly grasp negative factors regarding a customer and a commodity from a response to a customer. <P>SOLUTION: A customer response data registration device 3 which sequentially registers customer response data 21 transmitted from an input terminal 6 in a customer response data-database 2 has: a dangerous term designation memory for storing a plurality of dangerous terms; a dangerous term detection means 39 for detecting dangerous terms 24 included in the customer response data 21 whenever the customer response data 21 are input from each input terminal 6; a counter 34 of the number of danger appearance points which counts the number corresponding to the number N of the detected dangerous terms 24 as the number of appearance points P; and report output means 41, 42 for outputting a warning report 28 including the customer 12 and the customer response data 21 to an external manager terminal 4 when the count value P of the counter 34 of the number of danger appearance points reaches the prescribed upper limit value. <P>COPYRIGHT: (C)2007,JPO&INPIT

Description

  The present invention relates to a customer reception system for registering customer reception data, which has been input to an input terminal by a person in charge of receiving a call with a customer, in a customer reception data database of a customer response data registration apparatus, and a customer reception data database The present invention relates to a customer service data registration program for registering customer service data.

  In each company or organization, when oneself offers goods and services to a large number of unspecified customers for a fee, free of charge, questions, complaints and impressions about each product of goods and services provided by each customer In addition, there is a customer service system called a call center that accepts requests from all customers such as the development of related products and sales schedules by telephone.

  In such a customer service system, each person in charge who handles a customer service receives a telephone terminal connected to a private branch exchange (PBX) connected to an external public telephone network and a telephone terminal. In addition, an input terminal is provided for the person in charge to input and input all requirements for each product described by the customer and the response of the person in charge for these requirements.

  Customer service data including customer data composed of the requirements described by the customer who are input to each input terminal by each person in charge and person-in-charge data consisting of the person's response is, for example, a LAN. Sent to the customer reception data registration apparatus connected via the transmission path of the customer reception data database provided in the customer reception data registration apparatus, for example, for each product or each combination of the product and the customer. Registered in

  Developers, sales representatives, and quality assurance officers of each company or organization will later receive information necessary for their business by, for example, performing statistical processing on a large number of customer response data registered in this customer response data database. Like to get.

  For quality assurance personnel, “Customer was injured by the product and transported to the hospital”, “Fire broke out in the product”, “He ate the product and caused poisoning”, “ It is necessary to quickly extract information that has an urgency such as “a strange odor is generated from the customer response data database”.

In Patent Document 1, the number of words existing between a subject and a predicate in a sentence input from an input unit is counted, and if the number of words is equal to or greater than a predetermined number, the corresponding document is assumed to be a bad sentence. A technique for displaying a warning message and prompting a document creator to correct the sentence is disclosed.
JP 2002-278554 A

  However, even for such urgent information, this information processing is carried out at the same timing as product development and sales strategy (marketing analysis), for example, by batch processing outside business hours.

  Therefore, there is a concern that countermeasures for the customer or the product are delayed, and a problem that makes the customer uncomfortable is multiplied. In the case of a product defect, there is a concern that the same problem may occur in other products of the same specification if the countermeasures are delayed.

  Furthermore, since there is no clear criterion for determining whether or not the customer correspondence data includes urgent information, there is a concern that the countermeasures implemented by the person in charge of analysis may be different.

  The present invention has been made in view of such circumstances, and the customer reception data is registered to determine whether or not the customer reception data includes information considered to be dangerous to the customer or the product. A customer service system that can be objectively determined at the time, can prevent inconvenience to the customer or product related to the dangerous terms included in the customer correspondence data, and can greatly improve the reliability of the system; and It is an object to provide a customer reception data registration program used in this customer reception system.

In order to solve the above-mentioned problem, the present invention displays the terms included in each customer's requirements that are sequentially input as customer response data on the input screen, and responds to an input termination operation for one requirement. The customer input data displayed on the input screen is output, and the customer response data output from each input terminal is input and registered in the customer response data database for each message. In a customer service system equipped with a customer service data registration device,
The customer service data registration device detects a risk term included in the customer service data each time a customer service data is input from each input terminal and a risk term specification memory that stores a plurality of risk terms specified in advance. Hazardous term detection means, a dangerous appearance point number counter that counts the number corresponding to the number of dangerous terms detected by the dangerous term detection means as the number of appearance points, and a count value of the danger appearance point number counter are predetermined. And a report output means for outputting an alarm report including the customer and the customer response data to the outside when the upper limit is reached.

  In the customer service system configured as described above, a risk term designation memory for storing a plurality of risk terms designated in advance is provided in the customer service data registration device. Then, at the timing when the customer reception data is input to the customer reception data registration device, when the risk terms stored in the risk term designation memory for injury, hospital, treatment, etc. reach the predetermined upper limit number in the customer response data A warning report including customer service data is automatically output.

  Therefore, it is possible to objectively determine whether or not the customer reception data contains information that is considered dangerous to the customer or the product when the customer reception data is registered, and is included in the customer response data. It is possible to prevent a customer or product abnormality related to a dangerous term from recurring.

  In another aspect of the invention, the customer reception data registration device in the customer reception system of the above-described invention highlights the dangerous terms detected by the dangerous term detection means with respect to other terms included in the customer reception data. Emphasis display instruction sending means for sending the display instruction to the input terminal of the customer reception data sending source is provided. Further, each input terminal has a risk term highlighting means for highlighting a risk term included in the customer reception data being displayed on the input screen when a highlight instruction is input from the customer reception data registration device.

  In the customer service system configured as described above, for example, when a person in charge who is in contact with a customer inputs customer service data to an input terminal and performs an input end operation, the customer service data is converted into customer service data. When a risk term is included in the customer service data and transmitted to the registration device, the risk term included in the customer service data being displayed is highlighted on the input screen. Therefore, the person in charge can also confirm that an abnormality has occurred in the customer himself / herself or the product possessed by the customer.

  In another invention, the risk term designation memory in the customer service system of the above-described invention stores a plurality of risk terms designated in advance, and stores a weight for the appearance point for each risk term. . Further, the number corresponding to the number of the dangerous terms in the dangerous appearance point number counter is a number obtained by adding the number obtained by correcting the number of each dangerous term with the weight of the dangerous term.

  In the customer response system configured as described above, since each risk term stored in the risk term designation memory is weighted, a risk term with a high risk level such as “death” is handled by the customer response. If it is included in the data, the number of appearance points increases at a stretch and an alarm report is immediately output.

  Another invention is a customer service data registration program. In other words, the customer service data registration program of the present invention displays the terms included in each customer's business operations that are sequentially input as customer service data on the input screen, and responds to the input end operation of one business. Connected to multiple input terminals that output customer response data displayed on the input screen, and entered each customer response data output from each input terminal and registered in the customer response data database for each business A risk term storage means for storing a plurality of risk terms designated in advance, and a risk term that matches the risk term stored in the risk term storage means each time customer reception data is input from each input terminal. Danger term detection means for detecting, danger appearance point number counting means for counting the number corresponding to the number of danger terms detected by this danger term detection means as the number of appearance points, When the count value of the dangerous occurrences Number of points number counting means reaches a predetermined upper limit value, to function as reported output means for outputting an alarm report including a the customer and the customer interactions data to the outside.

  The customer reception data registration program configured as described above has substantially the same operational effects as the above-described customer reception system.

  In yet another invention, the computer inputs to the customer service data registration program of the above invention, and the risk term detected by the risk term detection means is input to another term included in the customer service data at the input terminal. It is added that the highlighting instruction to be highlighted on the screen is made to function as a highlighting instruction sending means for sending to the input terminal that is the customer response data sending source.

  In yet another invention, the risk term storage means in the customer service data registration program of the above invention stores a plurality of risk terms designated in advance and stores a weight for the appearance point for each risk term. Yes. Further, the number corresponding to the number of danger terms in the danger appearance point number counting means is a number obtained by adding the number obtained by correcting the number of each danger term with the weight of the danger term.

  According to the present invention, it is possible to objectively determine whether or not the customer reception data includes information that is considered dangerous for the customer or the product, when the customer reception data is registered. It is possible to prevent recurrence of inconveniences to customers or products related to the dangerous terms included in the data.

  Hereinafter, embodiments of the present invention will be described with reference to the drawings.

(First embodiment)
FIG. 1 is a schematic configuration diagram of a customer service system built in each company or organization that provides goods or services for a specified number of people free of charge or free of charge according to the first embodiment of the present invention. For example, a customer service data registration device 3, an administrator terminal 4, a warning light 5, and a plurality of input terminals 6 each having a customer service data database 2 provided therein are connected to a transmission path 1 such as a LAN. For example, the customer reception data registration device 3 configured by a computer performs various processing operations by a customer reception data registration program stored in an internal storage unit.

  Each input terminal 6 is placed on a desk of a person in charge 7 who responds to the customer 12 by telephone, and a telephone terminal 8 connected to a private branch exchange (PBX) 9 is placed on the same desk. The private branch exchange 9 is connected to an external public telephone network 10. If the customer 12 who has purchased the above-mentioned product calls the representative telephone number of the customer service system by using his own telephone (customer telephone 11), the ringing tone of the telephone terminal 8 of the person in charge 7 who is in the waiting state sounds, and the person in charge in the waiting state The person 7 picks up the handset, and the person in charge 7 can make a call with the customer 12.

  FIG. 2 is a schematic diagram of each input terminal 6 composed of a computer. In the input terminal 6, a message (customer data) and a response of the person in charge (person-in-charge data) input by the person in charge 7 using the input unit 13 such as a keyboard are displayed on the display screen of the display unit 14. An input screen memory 15 for storing an input screen for input is provided.

  FIG. 3 is a diagram showing the input screen 16 that is read from the input screen memory 15 and displayed on the display unit 14. The input screen 16 includes an area 17a for inputting a bibliographic item 17 such as a reception number, a person in charge, a customer name, a customer address, a product name, and a date. Customer data area 18a for 7 to be input as customer data 18 in spoken terms, and person-in-charge data for person-in-charge 7 to input each term of response described by person-in-charge 7 to customer 12 as person-in-charge data 19 Region 19a is formed.

  Therefore, when the time of reception of the person in charge 7 with the customer 12 becomes longer, the data amount of the customer data 18 and the person in charge data 19 becomes longer. Each data input using the input screen 16 displayed on the display unit 14 is also written in parallel in the input buffer 20.

  The person in charge 7 performs an input end operation at the input unit 13 when the reception with the customer 12 is completed. The customer reception data transmission unit 22 displays the bibliographic items 17, customer data 18, and person-in-charge data 19 displayed on the display unit 14 and stored in the input buffer 20 as customer reception data 21 through the transmission path 1. It transmits to the reception data registration apparatus 3.

  When the highlight display instruction 27 specifying the dangerous term 24 is input from the customer reception data registration device 3 to the highlight display instruction input section 23, the highlight display section 25 is displayed on the current display section 14 as shown in FIG. The dangerous terms 24 included in the customer data 18 being displayed in the customer data area 18a are displayed in enlarged characters compared to other terms. Alternatively, as shown in FIG. 4A, the highlighting unit 25 displays the dangerous term 24 included in the customer data 18 being displayed in the customer data area 18a of the current display unit 14 with an underline (underline).

  FIG. 5 is a flowchart showing the operation of each input terminal 6. The power is turned on, and the person in charge 7 performs a login operation (step S1). When the person in charge 7 starts responding to the customer 12 in response to the telephone terminal 8, the new input screen 16 shown in FIG. 3 is displayed on the display unit 14 (step S2). When bibliographic items 17 such as a person in charge, a customer name, a customer address, a product name, and a date are input (step S3), the bibliographic items 17 are displayed on the input screen 16 and written into the input buffer 20. (Step S4).

  When one term is input from the input unit 13 by the person in charge 7 (step S5), when the term is the customer 12 (step 6), the customer data area 18a is written (step S7). (Step 6), the data is written in the person-in-charge data area 19a (Step S8).

  If no input end instruction is input from the input unit 13 (step S9), the process returns to step S5 and waits for the next one term to be input.

  When an input end instruction is input from the input unit 13 (step S9), the customer reception data 21 stored in the input buffer 20 is transmitted to the customer reception data registration device 3 (step S10).

  When the highlighting instruction 27 designating the dangerous term 24 is input (step S11), the dangerous term 24 included in the customer data 18 currently displayed in the customer data area 18a of the display unit 14 is highlighted (step S12). . And if the confirmation operation of the person in charge 7 is implemented (step S13), the reception process with respect to one customer 12 will be complete | finished, and it will return to step S2.

  In this way, each input terminal 6 transmits the customer reception data 21 for the customer 12 to the customer reception data registration device 3 when the response is completed.

  FIG. 6 is a block diagram illustrating a schematic configuration of the customer reception data registration device 3. In the customer reception data registration device 3 composed of this computer, a reception unit 26 that receives each customer reception data 21 transmitted from each input terminal 6, and an emphasis display instruction 27 that specifies a dangerous term 24 to each input terminal 6. Is transmitted, and an alarm report 28 is transmitted to the manager terminal 4, and a transmission unit 30 is provided for sending a lighting instruction 29 to the alarm lamp 5 disposed in the vicinity of the manager terminal 4.

  In addition, the HDD 31 as an auxiliary storage device is provided with a customer reception data database 2, a dangerous term designation memory 33, a dangerous appearance point counter 34, a report condition memory 35, a report template 36, and a display condition memory 37.

  In the customer reception data database 2, as shown in FIG. 7, customer reception data 21 including bibliographic items 17, customer data 18, and person-in-charge data 19 received from each input terminal 6 is sequentially written. As described above, the bibliographic item 17 includes a reception number, a person in charge, a product name, a customer name, a date, and the like.

  In the dangerous term designation memory 33, as shown in FIG. 8, harm, anxiety, etc. for the customer 12 described while the customer 12 is responding to the person in charge 7, and defects, accidents, defects, slander etc. for the product A plurality of dangerous terms 24 are stored. Note that when searching for the customer data 18, the search is performed using character strings, so that the ending change of each verb is also set as an independent dangerous term 24.

  As shown in FIG. 9, the risk appearance point number counter 34 more specifically receives the reception number for each customer reception data 21 received from each input terminal 6 and written in the customer reception data database 2. Each time, the appearance point number P obtained from the number N of the dangerous terms 24 included in the customer data 18 and the danger state flag set for the appearance point number P are set.

  In the customer service system of the first embodiment, the number of appearance points P of the customer data 18 is set equal to the number N of dangerous terms 24 included in the customer data 18 (P = N).

  There are three types of danger status flags, an attention flag, an important flag, and an emergency flag, depending on the risk rank, and the setting conditions for each flag are predetermined in the report condition memory 35 shown in FIG.

  In the report condition memory 35, as shown in FIG. 10, the report conditions of three types of warning reports 28 of “Caution Report”, “Important Report”, and “Emergency Report” to be transmitted to the administrator terminal 4 are stored in the danger term 24. Is defined by the number P of appearance points. The attention report is sent when the number of appearance points P reaches 3 or 4 for the first time. The important report is sent when the appearance point number P first reaches a value of 5 or more and 9 or less. The urgent report is sent when the number of appearance points P is first 10 or more.

  Note that the setting timings of the caution flag, the important flag, and the emergency flag in FIG. 9 coincide with the transmission timings of “caution report”, “important report”, and “emergency report”.

  Further, in the report condition memory 35, report destination information of “Caution Report”, “Important Report”, and “Emergency Report” is stored. As report destination information, a name, an address of each management terminal 4, a URL, and the like are set.

  As shown in FIG. 11, the report template 36 stores items of contents described in “Caution Report”, “Important Report”, and “Emergency Report”. Specifically, the reception number of the customer response data 21 to be reported, the person in charge, the product, the customer, the number of appearance points P, the date, the caution, the important, the emergency risk rank, the customer data 18 that can identify the dangerous terms 24, It consists of person-in-charge data 19.

  As shown in FIG. 12, the display condition memory 37 stores a display form of the dangerous terms 24 when the customer data 18 including the dangerous terms 24 is displayed on the display unit 14 of the input terminal 6. In FIG. 12, the dangerous term 24 is displayed in enlarged characters. In addition, the danger term 24 may be displayed as an underline (underline).

  Further, in the customer service data registration device 3 of FIG. 6, a customer service data registration unit 38, a risk term detection unit 39, a risk rank determination unit 40, a report creation unit 41, a report, which are formed on the application program. A sending unit 42, a dangerous term emphasis display instruction sending unit 43, and the like are provided.

  The customer reception data registration unit 38 is a combination [product + customer] of the bibliographic item 17 in the customer reception data 21 input from each input terminal 6 to the reception unit 26 and [customer reception data database 2 of FIG. If the same combination exists, the customer data 18 and the person-in-charge data 19 in the newly input customer response data 21 are already written. Are added to the customer data 18 and the person-in-charge data 19 in the customer reception data 21. The date is duplicated. If the same combination does not exist, the newly input customer reception data 21 is written in a new column.

  The dangerous term detection unit 39, when the customer reception data 21 input from one input terminal 6 is written in the customer reception data database 2, the customer reception data 21 in the column where the customer reception data 21 is written. 9 is detected, the dangerous term 24 designated in the dangerous term designation memory 33 included in the customer data 18 is detected, the number N of dangerous terms 24 is converted into the number P of appearance points, and the risk appearance point number counter 34 of FIG. Write in the area of the corresponding customer reception data 21 (reception number).

  If the appearance point number P has already been written in the area of the same customer service data 21 (reception number), the previous appearance point number P is rewritten to the current appearance point number P. Further, as described above, in the customer service system of the first embodiment, the number of appearance points P of the customer data 18 is set equal to the number N of the dangerous terms 24 included in the customer data 18 (P = N).

  The risk rank determination unit 40 includes “Caution Report”, “Important Report”, “Critical Report” in which the appearance point number P in the column updated by the dangerous term detection unit 39 of the risk appearance point number counter 34 is set in the report condition memory 35. It is determined which risk rank of “emergency report” corresponds to, and a dangerous state flag is set. Furthermore, the risk rank determination unit 40 sends the determined risk rank to the report creation unit 41.

  The report creation unit 41 creates an alarm report 28 of the determined risk rank of the customer service data 21 written in the customer service data database 2 using the report template 36 of FIG. 42. Further, the report creation unit 41 sends the dangerous term 24 included in the customer data 18 of the current customer reception data 21 to the dangerous term emphasis display instruction sending unit 43.

  The report transmission unit 42 transmits the alarm report 28 to the report destination administrator terminal 4 designated by the risk rank in the report condition memory 35 via the transmission unit 30. Furthermore, the report transmission unit 42 sends a lighting instruction 29 to the warning lamp 5 provided in the vicinity of the administrator terminal 4 to which the alarm report 28 is reported, via the transmission unit 30.

  The dangerous term emphasis display instruction sending unit 43 attaches the emphasis display instruction 27 of the emphasis method designated in the display station condition memory 37 with the dangerous term 24, and transmits the customer response data 21 through the transmission unit 30. Send to the input terminal 6.

  FIG. 13 is a flowchart showing the overall operation of the customer reception data registration apparatus 3. When the customer reception data 21 is received from the input terminal 6 in the receiving unit 26 (step Q1), the input customer reception data 21 is written in a new column of the customer reception data database 2. In addition, when the customer reception data database 2 is searched for the combination [product + customer] of the product and the customer in the input customer response data 21 and there is the same combination [product + customer], the person in charge 7 In addition, since the same customer 12 is handled for the same product, the current customer reception data 21 is regarded as an addition of the previous customer reception data 21. Therefore, it is written in the same column as the previous time (step Q2).

  It is searched whether there is a dangerous term 24 in the customer data 18 in the customer reception data 21 in the corresponding column of the customer reception data database 2 (step Q3). When the dangerous term 24 is included (step Q4), it is checked whether the appearance point number P of the corresponding customer reception data 21 (reception number) has been set in the risk appearance point number counter 34 (step Q5). If the appearance point number P is not set (step Q6), the reception number and the appearance point number P are set in the new column of the dangerous appearance point number counter 34 (step Q7). Only when the set number of appearance points P satisfies one of the reporting conditions (risk degree rank) of “Caution Report”, “Important Report”, and “Emergency Report” defined in the report condition memory 35 (step) Q8), the corresponding dangerous state flag is set (step Q9).

  If the appearance point number P has already been set in step Q6, the appearance point number P is rewritten to the current appearance point number P (step Q10). Then, when the rewritten appearance point number P satisfies one of the reporting conditions (risk degree rank) of “Caution Report”, “Important Report”, and “Emergency Report” defined in the report condition memory 35 (step Q11). If the report condition (risk degree rank) of the appearance point number P before rewriting is different (updated) (step Q12), the corresponding dangerous state flag is set (step Q13). In the case of the same reporting condition (risk level rank) as the previous time, the process returns to step Q1 without doing anything in order to prevent the alarm report 28 having the same risk rank from being sent.

  Then, in step Q14 of FIG. 14, a risk rank alarm report 28 corresponding to the dangerous state flag of the corresponding customer reception data 21 written in the customer reception data database 2 is created. The created alarm report 28 is transmitted to the administrator terminal 4 of the report destination designated in the report condition memory 35 (step Q15). Thereafter, a lighting instruction 29 is sent to a warning lamp 5 provided in the vicinity of the report destination administrator terminal 4 (step Q16). Further, the highlighting instruction 27 designating the dangerous term 24 is sent to the input terminal 6 that is the transmission source of the customer reception data 21 (step Q17).

  In the customer reception system of the first embodiment configured as described above, each customer reception data is transmitted from the plurality of input terminals 6 for inputting the customer reception data 21 when the person in charge 7 receives the customer 12. In the customer service data registration device 3, a dangerous term designation memory 33 for storing a plurality of dangerous terms 24 designated in advance is provided.

  The number N of risk terms 24 stored in the risk term designation memory 33 for injury, hospital, treatment, etc. included in the customer response data 21 at the timing when the customer response data 21 is input to the customer response data registration device 3. When the appearance point P corresponding to the message reaches each reporting condition (risk degree rank) predetermined in the reporting condition memory 35, a warning report 28 including customer response data 18 in which the dangerous term 24 is automatically identified and managed is managed. To the user terminal 4.

  Therefore, the manager who is monitoring the manager terminal 4 determines whether or not the customer service data 21 includes the dangerous term 24 as information considered to be dangerous to the customer or the product. When the data 21 is registered in the customer service data database 2 of the customer service data registration device 3, it can be objectively determined, and the abnormality of the customer or the product related to the dangerous term 24 included in the customer service data 21 reoccurs. Can be prevented.

  Further, when the person in charge 7 who is in contact with the customer 12 inputs the customer reception data 21 on the input screen 16 of the input terminal 6 and performs the input end operation, the customer reception data 21 is registered in the customer reception data. When the risk terms 24 are included in the customer response data 21 and transmitted to the device 3, the risk terms included in the customer data 18 of the customer response data 21 being displayed on the input screen 16 as shown in FIG. For example, 24 is highlighted with enlarged characters or underline. Accordingly, the person in charge 7 can also confirm that an abnormality has occurred in the customer 12 or the merchandise possessed by the customer in response to the customer 12 who has received this time.

(Second Embodiment)
FIG. 15 is a diagram showing the storage contents of the dangerous term designation memory 33a formed in the HDD 31 of the customer reception data registration apparatus 3 constituting the customer reception system according to the second embodiment of the present invention. Moreover, FIG. 16 is a figure which shows the memory content of the display condition memory 37a formed in HDD31 of the customer reception data registration apparatus 3 of 2nd Embodiment. Other configurations are almost the same as the configurations of the customer reception system and the customer reception data registration apparatus 3 according to the first embodiment shown in FIGS.

  In the risk term designation memory 33a of the second embodiment, as shown in FIG. 15, a plurality of risk terms 24 are grouped into a plurality of groups that are related to each other. For example, the group A has three risk terms 24 of “cut”, “cut”, and “cut”, and the group B has three risk terms 24 of “hospital”, “treatment”, and “hospitalization”. belong to.

  Further, in the display condition memory 37a shown in FIG. 16, as shown in FIG. 17, the display form of the dangerous term 24 when the customer data 18 including the dangerous term 24 is displayed on the display unit 14 of the input terminal 6 is stored. Has been. In FIG. 16, (1) the dangerous term 24 is displayed in enlarged characters. (2) A group of dangerous terms are displayed in red. (3) The B group dangerous terms are displayed in blue. Is specified.

  Therefore, the dangerous term emphasis display instruction sending unit 43 in FIG. 6 creates a display instruction 27 for the contents of the display condition memory 37 a shown in FIG. 16 in which the dangerous term 24 is designated, and transmits it to the input terminal 6. As a result, as shown in FIG. 17, the “broken” dangerous term 24 of group A in the customer data 18 on the input screen 16 of the display unit 14 of the input terminal 6 is enlarged and displayed in red with 15 character points. Is done. In addition, the three risk terms 24 of “hospital”, “treatment”, and “hospitalization” of the B group in the customer data 18 are displayed in blue with 15 character points enlarged.

  In the customer service system according to the second embodiment configured as described above, the dangerous term 24 included in the customer data 18 of the customer service data 21 being displayed on the input screen 16 is highlighted with, for example, enlarged characters. Displayed in groups.

  Accordingly, the person in charge 7 can also confirm that an abnormality has occurred in the customer 12 or the product possessed by the customer, and can grasp the tendency of the abnormality.

(Third embodiment)
FIG. 18 is a diagram showing the storage contents of the dangerous term designation memory 33b formed in the HDD 31 of the customer reception data registration apparatus 3 constituting the customer reception system according to the third embodiment of the present invention. The same parts as those in the dangerous term designation memory 33a of the second embodiment shown in FIG. 15 are denoted by the same reference numerals, and detailed description of the overlapping parts is omitted. Furthermore, since the other configuration is substantially the same as the configuration of the customer reception system and the customer reception data registration apparatus 3 according to the first embodiment shown in FIGS.

  As shown in FIG. 18, in the dangerous term designation memory 33b of the third embodiment, a plurality of dangerous terms 24 are associated with each other, as in the dangerous term designation memory 33a of the second embodiment. Grouped into groups. For example, the group A has three risk terms 24 of “cut”, “cut”, and “cut”, and the group B has three risk terms 24 of “hospital”, “treatment”, and “hospitalization”. belong to. Further, in the risk term designation memory 33b of the third embodiment, a weight W corresponding to the degree of risk is set for each risk term 24 belonging to the A group and the B group. Some groups do not have weights W set.

This weight W is used when the number of risk terms 24 included in the customer data 18 is converted into the number P of appearance points in the risk term detection unit 39 in FIG. That is, the weights W ₁ , W ₂ , W ₃ , W ₄ ,... For each danger term 24 are assigned to the numbers n ₁ , n ₂ , n ₃ , n ₄ ,. A value obtained by adding the multiplied values is set as the appearance point number P.

n ₁ · W ₁ + n ₂ · W ₂ + n ₃ · W ₃ + n ₄ · W ₄ + ... = P
Based on the number P of appearance points, the risk rank of the customer data 18 is determined.

  Therefore, for example, when a dangerous term 24 having a high degree of risk such as “hospitalization” is included in the customer reception data 21, the number of appearance points P increases at a stretch and an alarm report 28 is immediately output. The manager of the company or organization that is monitoring can take immediate action.

1 is a schematic configuration diagram of a customer reception system according to a first embodiment of the present invention. The block diagram which shows schematic structure of the input terminal integrated in the customer reception system concerning the embodiment. The figure which shows the input screen displayed on the display part in the input terminal of the embodiment. The figure which shows the customer data in the input screen displayed on the display part in the input terminal of the embodiment. The flowchart which shows the input processing operation | movement of the customer reception data in the input terminal of the embodiment. The block diagram which shows schematic structure of the customer reception data registration apparatus integrated in the customer reception system concerning the embodiment. The figure which shows the memory content of the customer reception data database formed in the customer reception data registration apparatus of the embodiment. The figure which shows the memory content of the dangerous term designation | designated memory formed in the customer reception data registration apparatus of the embodiment. The figure which shows the memory content of the dangerous appearance point number counter formed in the customer reception data registration apparatus of the embodiment. The figure which shows the memory content of the report condition memory formed in the customer reception data registration apparatus of the embodiment. The figure which shows the memory content of the report template formed in the customer reception data registration apparatus of the embodiment. The figure which shows the memory content of the display condition memory formed in the customer reception data registration apparatus of the embodiment. The flowchart which shows the registration processing operation | movement of the customer reception data in the customer reception data registration apparatus of the embodiment. The flowchart which shows the registration processing operation | movement of the customer reception data in the customer reception data registration apparatus of the embodiment similarly. The figure which shows the memory content of the dangerous term designation | designated memory formed in the customer reception data registration apparatus of the customer reception system concerning 2nd Embodiment of this invention. The figure which shows the memory content of the display condition memory formed in the customer reception data registration apparatus of the embodiment. The figure which shows the customer data in the input screen displayed on the display part in the input terminal of the embodiment. The figure which shows the memory content of the dangerous term designation | designated memory formed in the customer reception data registration apparatus of the customer reception system concerning 3rd Embodiment of this invention.

Explanation of symbols

  DESCRIPTION OF SYMBOLS 1 ... Transmission path, 2 ... Customer reception data database, 3 ... Customer reception data registration apparatus, 4 ... Manager terminal, 5 ... Warning light, 6 ... Input terminal, 7 ... Person in charge, 8 ... Telephone terminal, 12 ... Customer , 14 ... Display section, 16 ... Input screen, 17 ... Bibliographic items, 18 ... Customer data, 19 ... Person-in-charge data, 21 ... Customer service data, 24 ... Danger term, 33, 33a, 33b ... Danger term designation memory, 34 ... Risk appearance point counter, 35 ... Report condition memory, 36 ... Report template, 37, 37a ... Display condition memory, 38 ... Customer service data registration unit, 39 ... Danger term detection unit, 40 ... Risk rank determination unit, 41 ... Report creation unit, 42 ... Report transmission unit, 43 ... Danger term emphasis display instruction transmission unit, 44 ... Weighting

Claims (6)

The terms included in each customer's input that are entered in sequence are displayed as customer response data on the input screen, and the customer response data displayed on the input screen in response to the input end operation of one message is displayed. A customer service provided with a plurality of input terminals to be output and a customer service data registration device for inputting each customer service data output from each of the input terminals and sequentially registering it in the customer service data database for each message. In the system,
The customer service data registration device comprises:
A danger term designation memory for storing a plurality of danger terms designated in advance;
Danger term detection means for detecting a risk term included in the customer service data each time customer service data is input from each input terminal;
A dangerous appearance point number counter that counts the number corresponding to the number of dangerous terms detected by the dangerous term detection means as the number of appearance points;
When the count value of the danger appearance point number counter reaches a predetermined upper limit value, there is a report output means for outputting an alarm report including the customer and the customer response data to the outside. system. The customer reception data registration device inputs a highlight instruction for highlighting a dangerous term detected by the dangerous term detection unit with respect to other terms included in the customer reception data as a transmission source of the customer reception data A highlight instruction sending means for sending to the terminal;
Each of the input terminals has a risk term highlighting means for highlighting a risk term included in the customer response data being displayed on the input screen when an emphasis display instruction is input from the customer reception data registration device. The customer service system according to claim 1. The danger term designation memory stores a plurality of danger terms designated in advance, and stores a weight for the appearance point for each danger term,
3. The number corresponding to the number of dangerous terms in the dangerous appearance point number counter is a number obtained by adding a number obtained by correcting the number of each dangerous term with a weight of the dangerous term. Customer service system. The terms included in each customer's input that are entered in sequence are displayed as customer response data on the input screen, and the customer response data displayed on the input screen in response to the input end operation of one message is displayed. A computer that is connected to a plurality of input terminals that output, inputs each customer reception data output from each of the input terminals, and sequentially registers them in the customer reception data database for each message,
Danger term storage means for storing a plurality of danger terms designated in advance;
Danger term detection means for detecting a risk term that matches the danger term stored in the danger term storage means each time customer response data is input from each input terminal,
A dangerous appearance point number counting means for counting the number corresponding to the number of dangerous terms detected by the dangerous term detection means as the number of appearance points;
Customer response data for functioning as a report output means for outputting an alarm report including the customer and the customer response data to the outside when the count value of the risk appearance point number counting means reaches a predetermined upper limit value Registration program. The computer,
Input of the highlighting instruction for highlighting the dangerous term detected by the dangerous term detection means on the input screen of the input terminal with respect to other terms included in the customer reception data. 5. The customer-facing data registration program according to claim 4, wherein the customer-facing data registration program is made to function as an emphasis display instruction sending means to be sent to a terminal. The risk term storage means stores a plurality of risk terms designated in advance, and stores a weight for the appearance point for each risk term,
6. The number corresponding to the number of danger terms in the danger appearance point number counting means is a number obtained by adding a number obtained by correcting the number of each danger term with a weight of the danger term. Customer registration data registration program.

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