JP2008097159A - Human system real-time remote service quality management device, human system real-time remote service reservation charging management device, human system real time remote service value settlement device and human system real time remote service information disclosure device - Google Patents

Abstract

<P>PROBLEM TO BE SOLVED: To solve such a problem that it is difficult to perform value settlement when a human being provides a real time service such as knowledge transmission, inquiry correspondence, information exchange, consultation, skill disclosure, and entertainment demonstration to a human being by using a real time communication means such as a telephone or an IP television telephone. <P>SOLUTION: Prior to service provision, both of a service provision customer and a service reception customer clarify service level agreement items, and when calculating a charging sum posterior to service provision, the achievement at a service provision customer side and satisfaction at a service reception customer side are considered for each item. The calculation of the charging sum is achieved by a meter-rate system based on a time unit, and the measurement of a service provision time is achieved by a mechanism to be fairly performed to both sides. <P>COPYRIGHT: (C)2008,JPO&INPIT

Description

  The present invention relates to real-time communication means such as a telephone, a mobile phone, a video phone provided by a fixed telephone network or a mobile phone network, and an IP phone, an IP video phone provided by an IP telephone technology on the Internet. It is intended for humans to simply perform payment for compensation when providing a real-time service of knowledge transfer, inquiry response, information exchange, consultation, skill disclosure, and entertainment demonstration to humans.

  Conventionally, using real-time communication means such as telephones, mobile phones, videophones provided by fixed telephone networks and mobile phone networks, and IP telephones, IP videophones provided by IP telephone technology on the Internet When a human provides a real-time service of knowledge transfer, inquiry response, information exchange, consultation, skills disclosure, entertainment demonstration to a human, consideration that can be easily used by both service providing customers and service beneficiary customers There was no method of settlement. In the following, human beings will provide humans with audio, video, or a combination of audio and video using real-time communication means, knowledge transfer, inquiry response, information exchange, consultation, skills disclosure, The entertainment demonstration service is called a human real-time remote service.

  In terms of payment means, credit card, bank transfer using Internet banking, and prepaid payment in the form of identifying individual payment items by a unique number can be used for the purpose of payment for human real-time remote services. However, these simply serve to move the monetary value and deliver it to the payee. In order to actually settle the payment for human real-time remote services, the parties must negotiate in advance if there is a problem with the service contents, service provision time, service provision contents, etc. It is not possible to cover only with the payment method.

  If attention is paid to inquiries and consultations by service type, a form in which a unit price per hour is set and the service is provided by telephone can be seen, for example, in support services in the computer industry. As for this, it is widely performed to make a relative contract for service provision in advance and pay by bank transfer for a monthly invoice issued. It cannot be said that this is a method of value settlement that can cope with the needs that arise each time and the situation with only a limited frequency of use. In addition, even in the case where the need for human real-time remote services occurs between individuals, the form of combining this relative contract, monthly invoice issuance, and bank transfer is realistic. It's hard to say.

  On the other hand, from the viewpoint of setting the unit price per hour, etc., and paying the consideration, either the service providing customer or the service beneficiary customer measures the service providing time while visually checking the time measuring means such as a clock. It is possible. However, this is equivalent to lack of accuracy and reliability, given that there is no way to check the correctness of the visibility of the other party on the other side of the network.

  Furthermore, only the above-described real-time communication means tends to provide unilateral service provision from the service providing customer side. In other words, there is no framework for protecting service-beneficial customers from service quality problems such as voice playback and video display not functioning properly due to deterioration in communication conditions. In terms of commercial transactions, as a premise for collecting consideration, it is natural that the service beneficiary customer can get a mental satisfaction level appropriate for the price after the service is provided, but this mental satisfaction level can be dealt with. The framework cannot be obtained from current real-time communication means.

In addition, as a result of investigating known inventions in literature, regarding services provided by specialists such as lecturers, consultants, and artists, it is possible to match customer needs with these specialists using Internet websites and make reservations for service provision times. There was a prior invention relating to a mechanism that enables this. However, in these, only matching, reservation only, or both matching and reservation are realized, and the portion for performing the payment of the above-described payment in a simple and highly reliable manner is not covered.
JP 2003-150696 A JP 2003-281263 A JP 2002-183500 A JP 2002-170018 A

  There are several issues in providing human-based real-time remote services using voice or video, or a combination of voice and video in real-time communication and paying for payment. . In the first place, there is a problem that there is no method for paying consideration when a human provides a service to a human from a remote location using real-time communication means. This means that, as a matter of fact, in order to settle the consideration, the reservation of the service provider's time, the identification of the items that make up the service, the agreement between the parties regarding the service level of the individual items, the actual length of the service provision time Service charge calculation according to the service level, adjustment of service charge performed by both parties looking back on the service content actually provided in light of the agreement between the parties regarding the service level of each item, from service beneficiary customer to service providing customer This is a problem that it is impossible with the current technology to comprehensively process a series of steps of paying the service charge amount and to use it.

  Next, there is a problem that it is difficult to charge in a fair and highly reliable time unit when performing a human system real-time remote service. This is because when the service providing customer side turns on and off the timer in the use of the service providing time measurement timer, which is a guideline for charging in units of time, it can be seen from the service beneficiary customer side physically located. When there is a problem that there is no way to determine whether the on / off is fair, and when problems such as noise or disruption occur in real-time communication due to deterioration of the communication status, the service beneficiary customer actively moves the timer on its own. It is a complex issue consisting of the issue that it cannot be turned off to prevent excessive payments. A similar problem arises when the timer on / off operator is reversed. In addition, since the real-time remote service of human system depends on the mental satisfaction of the service beneficiary customer, the electronic real-time remote service detects the electronic data content flowing on the communication path and automatically timers it. It also includes a problem that turning on and off does not make sense.

  Furthermore, in human-based real-time remote services, an agreement on the conditions for what is subject to consideration payment, in other words, the identification of multiple items that make up the service, and an agreement on the service level of individual items, There is a problem that it is difficult to do without complicated procedures such as prior arrangements.

  In addition, even if there is a method to smooth the agreement on the service level of each item and the identification of multiple items that make up the service, the service beneficiary customer side or the service providing customer side should However, there remains a problem that there is no smooth adjustment method of the service charge amount when it is determined that the agreement level has not been reached after the end of service provision.

  In such a service, the basis for the payment of consideration is the spiritual satisfaction of the service beneficiary customer. If the satisfaction is greatly impaired, there is no mechanism for adjusting the consideration. In the first place, such a service is hardly realized as a commercial transaction. If a particular service is expensively priced and cannot be adjusted afterwards, it compensates for the mental loss if the service beneficiary customer is very dissatisfied with the service offering. There is no art. There is a problem that the spiritual satisfaction of the service beneficiary customer must be protected. Similarly, if a service customer who is committed to providing services with pride in the service content fails to realize the service content that he / she has assumed due to poor health, etc. Remains. There is also the issue of pride and regret allowance on the part of service providers.

  In the future, it is inevitable that broadband speed will advance not only in Japan but also in other countries around the world. Knowledge transmission, inquiry response, information exchange, consultation, skills disclosure, entertainment demonstrations, etc. by combining high-resolution audio and video The need to provide real-time services is expected to increase, but at present there is no simple and reliable way to settle the price. An object of the present invention is to provide a method for solving these problems.

  In order to solve the above-mentioned problems in real-time human remote services, it is necessary for service value settlement operators to provide a combination of several systems and devices to both service providing customers and service beneficiary customers. become.

  First, clarification of the service content between the parties, which is indispensable for the provision of services that convey information, knowledge, skills, etc. to people by words and actions, is essential for commercial transactions. A system that enables it is needed. In the present invention, a so-called service level agreement mechanism, which is widely used in the trust / trusting relationship of the information system industry, is used for this part.

For example, in the case of a recovery service that deals with an unexpected outage of an information system, the service level agreement refers to how the service contractor performs the recovery and how many minutes after the stoppage to start the recovery work. The service provision conditions are described in detail, and a quantitative target value is written as much as possible, and both sides agree. With this, both sides can clearly grasp the service range, can clearly point out when there is a service failure, and can reject it when excessive service is required. In the provision of intangible services, it means a framework that allows both parties to understand the rational content.

Currently, service level agreements are typically written as written contracts, and the selection of individual items that make up the service and the setting of the service level are determined by negotiation between the two parties. Both time-consuming and time-consuming arrangements are essential.

  In order to carry out this smoothly prior to the payment for the human system real-time remote service, the service level agreement items that may be used in advance are listed as service considerations connected to the Internet operated by the service consideration settlement operator. The payment provider terminal inputs in advance and creates a database, from which the service providing customer terminal connected to the Internet operated by the service providing customer can clarify the service contents by combining arbitrary items It is convenient to leave. The service content clarified by the combination of service level agreement items is used for browsing potential service beneficiary customers on the Internet. However, since this combination of service level agreement items may not meet the needs of individual service beneficiary customers, it can be modified by the service beneficiary customer terminal connected to the Internet operated by the service beneficiary customers. It is good.

Therefore, the service level agreement item database, the function that the service providing customer terminal selects and combines specific service level agreement items from the database and publishes them as a template, and the service beneficiary customer terminal services for the purpose of correcting the template. A service level agreement item management system including a function capable of changing the combination of level agreement items is configured.

Secondly, both the service providing customer and the service beneficiary customer look back on whether the service content clarified as a combination of service level agreement items was actually provided by the above system after the service providing time is over. It is necessary to have a system that can quantitatively and fairly perform evaluation of achievement for service providing customers and satisfaction evaluation for service beneficiary customers. This can be dealt with by using the customer satisfaction survey system in the consumer marketing field.

The customer satisfaction survey was based on the quality control method established by Prof. Noriaki Kano, Tokyo University of Science from the late 1970s to the early 1980s. . The authoritative technical document includes Center for Quality of Management Journal Volume 2 Number 4 Fall 1993.

  The customer satisfaction survey devised by Professor Kano, for example, for a specific function that constitutes a service, gives the customer a five-step answer to two aspects when the function works normally and when the function does not work properly By letting them answer, customer satisfaction is classified into six categories and applied to subsequent service quality improvements.

In the present invention, this is used in a greatly simplified manner, for example, five options are set for a specific service level agreement item, the first step is 20%, the second step is 40%, the third step is 60%, The fourth stage is 80%, and the fifth stage is 100%. By making each stage correspond to a specific percentage, it can be quantitatively grasped for service providing customers. Will get satisfaction.

  Generally, customer satisfaction surveys are conducted only for customers. However, in the present invention, in a situation where a service is provided from a remote place through a communication means, there is a risk of causing a non-cooperative or negligent attitude of the service beneficiary customer. Based on the idea that both the providing customer and the service beneficiary customer need to cooperate with each other, a framework is adopted in which both sides evaluate the service content equally. This provides fairness regarding the content of the evaluation.

  Specifically, for each service level agreement item, for example, the service providing customer terminal is 20% in the first stage, 40% in the second stage, 60% in the third stage, 80% in the fourth stage, Service level agreement by choosing the option corresponding to the specific percentage that each stage represents achievement, such as 100% in the fifth stage, and arithmetically averaging the percentages of the individual items determined thereby for all items Get the average percentage of customer service achievement for all items. Similarly for service beneficiary customer terminals, for each service level agreement item, for example, the first stage is 20%, the second stage is 40%, the third stage is 60%, the fourth stage is 80%, Service level agreement by choosing an option that corresponds to a specific percentage where each stage represents satisfaction, such as 100% in the fifth stage, and arithmetically averaging the percentages of the individual items determined thereby for all items Get the average percentage of customer satisfaction for service beneficiaries for all items. The two average percentages obtained in this way are used for the service charge calculation below. A service level satisfaction and service level achievement management system including these functions is configured.

  In addition, regarding the setting of the percentage corresponding to each stage, it is also possible to set numerical values such as 120% and 140% as a bonus exceeding expectations.

  And a service value settlement operator terminal connected to the Internet, a service providing customer terminal connected to the Internet, a service beneficiary customer terminal connected to the Internet, the service level agreement item management system, and the service level satisfaction The human system real-time remote service quality management apparatus is configured by the service level and service level reachability management system.

  Thirdly, since the human real-time remote service has a feature that humans provide services to humans in real time, it is necessary that the service beneficiary customer can reserve a specific time zone of the service providing customer. This is implemented by simplifying the schedule management function realized by the schedule management system included in general integrated office software, and by providing a schedule management system for service providing customer terminals, and for service providing customer terminals and service beneficiary customers. The terminal service providing time slot reservation system is configured. By importing schedule data of a schedule management system included in general integrated office software, the service beneficiary customer may be able to reserve a specific time zone of the service providing customer.

It should be noted that the actual consideration cannot be exchanged simply by making the reservation possible. Therefore, in the reserved service provision time zone, the function for confirming whether the service provision customer or the service beneficiary customer actually exists beyond the real-time communication means and the service provision time are actually measured. And provide a timer function.

  The function for confirming whether or not a service providing customer or a service beneficiary customer actually exists is realized by detecting that both customers can operate both terminals. That is, software buttons that detect the presence of an operator when pressed are provided to both the service providing customer terminal and the service beneficiary terminal. Only when it is detected that both are present, the timer described later becomes operable. In other words, if both are not present, the timer that is the basis for charging described later does not operate. A terminal operator situation detection / display system including these functions is configured.

In addition, instead of a software button, a fingerprint authentication device, a palm print authentication device, an iris authentication device, an authentication means using a magnetic card, an authentication means using an IC card, or an authentication means using a non-contact IC card, Or ID and password authentication means, barcode authentication means, two-dimensional barcode authentication means, unique number sequence authentication means, or unique number sequence reading The operator of both terminals may be detected by any one of the means or the authentication means based on the face image, or by combining two or more.

This function for confirming whether a service providing customer or a service beneficiary customer actually exists does not appear even if one party enters the reserved service providing time zone. It can also be used to do.

  Regarding the timer for actually measuring the service provision time, since there are the above-mentioned problems, firstly, a software switch for turning the timer on and off is provided to both the service providing customer terminal and the service beneficiary customer terminal. To realize a function that can be turned on or off when it feels necessary, and secondly, when either one is turned off, in order to prevent an unfair feeling in actual measurement of the chargeable time, an instruction to turn it off It is necessary to implement a function that prioritizes and stops the timer accordingly. A service provision time measurement timer including these functions is configured.

The service providing customer terminal schedule management system, the service providing customer terminal and service beneficiary customer terminal service providing time slot reservation system, the terminal operator status detection / display system, and the service providing time actual measurement timer Thus, a human-system real-time remote service reservation charging management apparatus is configured.
Fourthly, a mechanism for performing a practical billing process is necessary. Billing employs a pay-as-you-go system that is calculated by calculating the product of the service provision time actual measurement value obtained by the service provision time actual measurement timer and the hourly unit price. The reference hourly unit price is made known to potential beneficiary customers by disclosing the service reference hourly unit price inputted from the service providing customer terminal by the service providing customer side. A service providing customer terminal reference time unit price management system including functions related to such service reference unit price input and disclosure is configured.

  Then, the service reference hour unit price is adjusted in consideration of the service beneficiary customer satisfaction average percentage calculated by the service level satisfaction and service level achievement management system and the service providing customer achievement average percentage. Specifically, the product of one-half of the service base unit price and the average percentage of service beneficiary customer satisfaction is obtained, and the product of the remaining half and the average percentage of service beneficiary customer satisfaction is obtained. The adjusted service base time unit price is obtained by the sum. As described above, when setting a specific percentage corresponding to each stage and setting a numerical value such as 120% or 140% as a bonus that exceeds expectations, the adjusted service base time unit price will be It may exceed the standard unit price.

  The service charge amount is calculated by obtaining the product of the actual service provision time value and the adjusted service reference time unit price. A service charge calculation system including these functions is configured.

  In addition, even when a cancellation occurs, an appropriate billing process must be performed. This is achieved with the aid of a so-called cancellation policy concept commonly used in the hotel industry. In other words, when cancellation processing is performed in advance from either the service beneficiary customer terminal or the service providing customer terminal, the service failure charge amount is calculated based on the condition or amount entered in advance by the service consideration settlement operator terminal Prepare a function and take action. In addition, in the case of a virtual reservation cancellation in which one of the parties does not appear even when the service provision time zone starts, the damage caused by the absence of one of the parties varies depending on the individual party in advance. A function for calculating the service failure charge amount based on the condition or amount for the service failure charge to the other party input by the party using the terminal is prepared and dealt with. A service failure charge calculation system including these two functions is configured.

  Regarding the settlement of the service charge amount or the service failure charge amount calculated in this way, first, the service beneficiary customer side payment settlement account, the service providing customer side consideration settlement account, and the service consideration settlement operator side settlement brokerage account Prepare three types of accounts. Then, the service transfer is not always performed directly between the service beneficiary customer account and the service providing customer account, in other words, between the accounts of both parties. A form in which funds are transferred between the beneficiary customer side payment settlement account and the service payment settlement company side payment brokerage account, or between the service providing customer side payment settlement account and the service consideration payment carrier side settlement brokerage account And This is intended to prevent troubles that may occur when funds are transferred directly between the parties. When paying the service billing amount or the service failure billing amount to the service beneficiary customer, a credit card is registered in advance in the service beneficiary customer side settlement account or in the service beneficiary customer side settlement account Payment can be made in any form of depositing a prepaid amount in advance and maintaining the balance necessary for payment. Similarly, when a service failure due to cancellation is made to a service providing customer, a credit card is registered in advance in the service providing customer side settlement account, or prepaid in advance in the service providing customer side settlement account. Payment can be made in any form of depositing the amount and maintaining the balance necessary for payment. A payment management system including these three types of accounts and functions related to these payments is configured.

  Then, a human system real-time remote service consideration settlement apparatus is constituted by the service providing customer terminal reference time unit price management system, the service charge amount calculation system, the service failure rate calculation amount system, and the payment management system. .

When a human provides a service to a human from a remote location using a real-time communication means, the problem that there is no method for paying the price can be solved by the human system real-time remote service price settlement apparatus.
When performing human-system real-time remote service, it is possible to solve the problem that it is difficult to charge in time units with fairness and high reliability by the human-system real-time remote service reservation charging management apparatus.

  In human-based real-time remote services, an agreement on the terms of what is subject to consideration payment, in other words, the identification of multiple items that make up the service, and an agreement on the service level of individual items, Without complicated procedures such as arrangements, the difficult task can be solved by the human-system real-time remote service quality management device.

  Regarding the individual items, the above problem is that there is no smooth method of adjusting the service charge when the service beneficiary customer side or the service providing customer side determines that the agreement level has not been reached after the end of service provision. This can be solved by a system real-time remote service reservation charge management device.

  The problem of having to protect the spiritual satisfaction of the service beneficiary customer and the problem of the pride of the service providing customer and the allowance for regret can be solved by the human-system real-time remote service reservation charging management apparatus.

  Then, using a real-time communication means by voice or video or a combination of voice and video, providing a human-system real-time remote service, and solving the above-mentioned multiple problems when paying for payment, A human-based real-time remote service consideration settlement device can be used.

In accordance with the present invention, a telephone, a mobile phone, a video phone provided by a fixed telephone network or a mobile phone network, and an IP phone provided by an IP phone technology on the Internet, an IP video phone, and a fiber optic broadband. Real-time communication using high-definition videophone that enables humans to provide knowledge, inquiries, information exchange, consultation, skills disclosure, and entertainment demonstration services that humans provide to human beings, which is extremely smooth and reliable. It will be possible to settle the price in a highly sophisticated manner. In addition, a service level agreement is made in advance between the service providing customer and the service beneficiary customer, and the final service charge amount is calculated based on the result of evaluating the achievement level and the satisfaction level for each service level agreement item. By being decided, it becomes possible for the service providing customer side to receive the consideration while taking pride, and the service beneficiary customer side can also pay the consideration reflecting the satisfaction level. . Furthermore, even if one of the parties does not appear in the service provision time zone reserved for any reason without prior cancellation processing, a service failure charge that can compensate for damages in a convincing manner is performed. be able to.
As a result, the human-based real-time remote service becomes a true commercial service that enables commercial transactions on the Internet. Furthermore, it can be utilized not only between individuals, but also between individuals and corporations, or between corporations and corporations, and the commerce of services on the Internet is further activated.

  The form which implements the human-system real-time remote service quality management apparatus of Claim 4 which has the relationship which includes the human-system real-time remote service reservation charge management apparatus of Claim 2 is described. The human-system real-time remote service quality management apparatus according to claim 1 is included in the human-system real-time remote service reservation charge management apparatus according to claim 2. Further, the human-system real-time remote service reservation charging management device according to claim 3 is the same as the service-level agreement item management system according to claim 1 from the human-system real-time remote service reservation charging management device according to claim 2. The service level satisfaction and service level achievement management system described in 1 are excluded. In other words, the human-system real-time remote service reservation charging management device according to claim 3 is a subset of the human-system real-time remote service reservation charging management device according to claim 2. Therefore, if the human system real-time remote service quality management apparatus according to claim 4 can be implemented, all these apparatuses can be implemented.

The following description is based on the assumption that Linux can be used as an OS, which can save system development costs. It is assumed that MySQL is used as the RDBMS, Apache is used as the Web server, and PHP is used as the program language. These are all so-called open source and can be obtained free of charge from the Internet. Also, LAMP (Linux, Apache, MySQL, PHP), which is the name given to these combinations, functions as one application platform, and realizes individual systems constituting the present invention on this platform. be able to. Linux and LAMP can be operated on a server machine on which an Intel CPU operates and a compatible machine (hereinafter referred to as a server machine).

  As the service level agreement item database 1 according to claim 1, a service level agreement item table is constructed using MySQL of RDBMS. As for the individual means constituting the service level agreement item management system 2 according to claim 1, all of them are stored in PHP by using MySQL, an input function from the terminal to Apache, an output function to the terminal, and a display function to the terminal. As an application that has Note that MySQL used here has a different use from MySQL used as the RDBMS of the service level agreement item database 1, and is used only as a base for applications. However, in MySQL that operates in one server machine, it can be used as both MySQL that is used as an RDBMS of the service level agreement item database 1 and MySQL that is used as an application base. The same can be said for the following MySQL. The notification part of the means for notifying the service providing customer terminal of a combination of service agreement items after the service beneficiary customer terminal has changed according to claim 1 uses POP3 which is a general Internet mail protocol. Use it.

  With respect to the service level satisfaction and service level achievement management system 3 according to claim 1, each of the individual means constituting the service level is a storage function in MySQL, an input function from the terminal in Apache, an input function from the terminal, It is assembled as an application that has an output function and a display function on the terminal.

Regarding the CPU as the hardware that actually executes the application processing and the main memory as the storage area indispensable for the operation of the application, the instruction and input / output for these are Linux or program development that is the operating environment of the application. It is the language PHP, and developers do not need to be aware of it when developing a system. The same applies to a command for writing to or reading from the hard disk, which is an external storage device incorporated in the server machine. This situation is also true for all the following applications, and will not be described repeatedly below. In addition, by giving Apache the input function from the terminal, the output function to the terminal, and the display function on the terminal, any of the service price settlement operator terminal, the service providing customer terminal, and the service beneficiary customer terminal In this case, the interface operated by the operator is a Web browser, and the operator is freed from substantial hardware limitations and substantial OS limitations. Therefore, when developing an application, it is not necessary for the developer to consider the hardware environment and OS environment of each operator. This situation is also true for all of the following applications, and will not be repeated below.

  The service providing customer terminal schedule management system 4 according to claim 2, the service providing customer terminal and service beneficiary customer terminal service providing time zone reservation system 5, and the terminal operator status detection / display system 6; Each of the means constituting the service provision time measurement timer 7 is an application that provides a storage function in MySQL, an input function from the terminal, an output function to the terminal, and a display function to the terminal by PHP. Assemble.

  The individual means constituting the service providing customer terminal reference time unit price management system 8, the service charge amount calculation system 9, and the service failure rate calculation system 10 according to claim 4 are all based on PHP. It is assembled as an application that has a storage function in MySQL, an input function from the terminal, an output function to the terminal, and a display function on the terminal.

Further, in the payment management system 11 according to claim 4, all the means constituting the payment management system 11 are stored in PHP using MySQL, an input function from the terminal to Apache, an output function to the terminal, and a display function to the terminal. As an application that has Specifically, it is a combination of applications having the following functions. First, a function that enables deposit and withdrawal to / from the service beneficiary customer-side consideration settlement account 12, the service-providing customer-side consideration settlement account 13, and the service consideration settlement company-side settlement brokerage account 14, and holds the balance. Note that this function includes a function that allows deposits and withdrawals to / from an account, depositing / withdrawing cash not using cash, and depositing / withdrawing the number of monetary value units using electronic cash points. Secondly, as a means for making withdrawals from the service beneficiary customer side settlement account 12 and the service providing customer side settlement account 13, the credit card information held by the customer is linked, and the service compensation settlement business for the credit card. To manage the billing process by the person and the billing amount receipt process. Thirdly, when billing from a service consideration settlement company for each customer's credit card, the billing process is completed according to the protocol specified by the payment gateway by connecting to the payment gateway 15 such as CAFIS operated by NTT DATA. Function to do. Fourth, as means for making withdrawals from the service beneficiary customer side settlement account 12 and the service provision customer side settlement account 13, either by bank transfer, electronic cash point purchase, prepaid card or virtual prepaid card, A function that allows cash to be deposited or accumulated in monetary value prior to the use of the service, and holds the balance or accumulated monetary value unit. Fourth, settlement between the service beneficiary customer side settlement account 12 and the service settlement settlement company side settlement brokerage account 14, and between the service providing customer side settlement settlement account 13 and the service consideration settlement operator side settlement brokerage account 14 A function that enables the exchange of cash and accumulated monetary value units between accounts to realize settlement. A payment management system will be developed mainly for applications with these functions.

  A combination of these applications is operated on the service consideration settlement operator server machine 16, connected to the service consideration settlement operator server machine 16, and connected to the service consideration settlement operator terminal 17 connected to the Internet, and connected to the Internet. By combining the service providing customer terminal 18 and the service beneficiary customer terminal 19 connected to the Internet, the human system real-time remote service consideration settlement apparatus according to claim 4 is realized.

  Claim 5 and Claim 6 and Claim 7 and Claim 8 and Claim 11 function related to input / output with a user and function related to input / output to / from an external system as components, and Web using XML technology Regarding the point to be realized as a service, for example, for the procedures that require input / output from the user and the external system among the individual functions, the API is provided to the external system using, for example, the standard Simple Object Access Protocol. To achieve.

The present invention is based on real-time communication means such as a telephone provided by a fixed telephone network or a mobile telephone network, a mobile telephone, a videophone, and an IP telephone provided by an IP telephone technology on the Internet, an IP videophone, etc. Is realized as an independent kind of payment tool. Therefore, for example, it can be used in a real-time service that humans provide to humans provided by using conventional fixed telephones, or it can be provided by using high-resolution videophones with high-speed broadband that will be realized in the future. It can also be used for similar services. That is, it can be used regardless of what the communication means is, and convenience is high. It can also be used in the future when the technology of real-time communication means has greatly advanced.

  In addition, in the area of services where payments have not been possible in the past, payments can be made in a simple and reliable manner, which may create a large market for both individuals and corporations. . This means that it will form a market that does not exist at present, and the impact of the present invention on the industry is not small.

  Although the present invention has room to be used for providing services that are offensive to public order and morals in terms of technology, the service level agreement items entered in the service level agreement item database are not entered on the customer side and charged. As described in Item 1, by using the service service consideration settlement business operator to input, customers who use for the purpose of services contrary to public order and morals can be excluded.

It is explanatory drawing of the Example of the human system real-time remote service consideration payment apparatus of Claim 4.

Explanation of symbols

1 Service level agreement item database 2 Service level agreement item management system 3 Service level satisfaction and service level achievement management system 4 Service management customer terminal schedule management system
5 Service providing customer terminal and service beneficiary customer terminal service providing time zone reservation system 6 Terminal operator status detection / display system 7 Service providing time measurement timer 8 Service providing customer terminal reference time unit price management system 9 Service charge calculation system DESCRIPTION OF SYMBOLS 10 Service non-accounting charge calculation system 11 Payment management system 12 Service beneficiary customer side payment settlement account 13 Service offer customer side payment settlement account 14 Service payment settlement company side settlement brokerage account 15 Payment gateway 16 Service Consideration payment business operator server machine 17 Service Consideration settlement operator terminal 18 Service providing customer terminal 19 Service beneficiary customer terminal

Claims (13)

Service price settlement operator server machine connected to the Internet,
A service consideration settlement operator terminal connected to the Internet and a service consideration settlement operator server connected to the Internet; and
A service providing customer terminal connected to the Internet;
A service beneficiary customer terminal connected to the Internet;
A service level agreement item database; means for accepting an input of a service level agreement item from the service consideration settlement operator terminal; and registering the service level agreement item database in the service level agreement item database; A means for selecting and combining two or more service level agreement items, a means for publishing a service level agreement item combined by the service providing customer terminal as a model, and the service beneficiary customer terminal are disclosed as a model Means for changing the combination of service level agreement items as needed, means for storing the combination of service level agreement items before, after or after the change, and service after the change by the service beneficiary customer terminal Before combination of agreed items Means for notifying a service providing customer terminal; means for allowing the service providing customer terminal to determine a combination of service agreement items after the service beneficiary customer terminal has changed; Service level agreement items comprising means for displaying on a customer terminal and the service beneficiary customer terminal, and means for allowing both the service providing customer terminal and the service beneficiary customer terminal to change the combination of service agreement items as necessary. A management system;
Means for reading a combination of service level agreement items after confirmation from the service agreement item management system, and after completion of service provision, for each item of the combination of service level agreement items, each stage has a specific percentage representing satisfaction Generating a plurality of corresponding options and requesting input from the service beneficiary customer terminal to any of the options; and satisfaction of each service level agreement item input by the service beneficiary customer terminal. A means to store all items as an average percentage of service beneficiary customer satisfaction from the percentages expressed, and for each item of the combination of service level agreement items after the end of service provision, the individual stages indicate the achievement level. Generate a multi-step option corresponding to the specific percentage to represent, A service that arithmetically averages all items from a means for requesting input from any of the above options from a service providing customer terminal and a percentage representing the achievement level of each service level agreement item input by the service providing customer terminal. A human-system real-time remote service quality management device comprising a service level satisfaction level and service level achievement level management system comprising means for storing the average percentage of customer achievement levels. The human-system real-time remote service quality management device according to claim 1,
Schedule management for service providing customer terminal comprising schedule input accepting means, schedule storage means, schedule disclosing means, means for accepting import of schedule data from an external application, and means for exporting schedule data to an external application System,
A means for accepting an input of a service provision desired time zone from the service beneficiary customer terminal according to claim 1 and a service provision desired time zone inputted by the service beneficiary customer terminal are collated with the schedule storage means. A means for determining a provision time zone and requesting re-input if it is not available, and notifying both of the service provision customer terminal and the service beneficiary customer terminal of the confirmed service provision time zone and inputting them to the schedule storage means Means for accepting an input of a cancellation instruction from either the service providing customer terminal or the service beneficiary customer terminal according to claim 1 for the determined service providing time zone; Notifying both the providing customer terminal and the service beneficiary customer terminal, Service providing customer terminal and service beneficiary customer comprising means for inputting the cancel processing result to the schedule storage means, and means for storing any status after the desired, confirmed, or canceled processing and the corresponding service providing time zone A service provision time zone reservation system for terminals,
Before the fixed service provision time zone start time, it is detected by pressing a software button of the service provision customer terminal that the service provision customer terminal can be operated by the service provision customer, Means for informing the service beneficiary customer terminal, and that the service beneficiary customer terminal is ready to be operated by the service beneficiary customer terminal before the start time of the fixed service provision time period, A means for detecting when the software button is pressed and notifying the service providing customer terminal, and detecting that both the service providing customer and the service beneficiary customer can operate the terminal are described later. Means to notify the service provision time measurement timer, service provision customers and service beneficiaries The terminal operator situation comprising a means for determining that the non-detecting party has actually canceled the reservation by not detecting that one of the terminals is ready for terminal operation, and storing the determination Detection and display system,
Means for receiving notification from the terminal operator status detection / display system that both the service providing customer and the service beneficiary customer are ready to operate the terminal, and preparing the software timer operation to be described later; A software timer that performs actual service provision time measurement using the timekeeping function of the hardware timer included in the device, means for displaying the actual service provision time value on both the service provision customer terminal and the service beneficiary customer terminal in real time; A service providing customer terminal software switch that causes the service providing customer terminal to operate the software timer on / off; a service beneficiary customer terminal software switch that causes the service beneficiary customer terminal to operate on and off the software timer; and the service providing customer. If the software switch of either the terminal or the service beneficiary customer terminal is off, a service provision time comprising means for prioritizing the off command and means for storing an actual service provision time value obtained after the service provision is completed Human system real-time remote service reservation billing management device composed of actual measurement timer. Service price settlement operator server machine connected to the Internet,
A service consideration settlement operator terminal connected to the Internet and a service consideration settlement operator server connected to the Internet; and
A service providing customer terminal connected to the Internet;
A service beneficiary customer terminal connected to the Internet;
Schedule management for service providing customer terminal comprising schedule input accepting means, schedule storage means, schedule disclosing means, means for accepting import of schedule data from an external application, and means for exporting schedule data to an external application System,
A means for accepting an input of a service provision desired time zone from the service beneficiary customer terminal according to claim 1 and a service provision desired time zone inputted by the service beneficiary customer terminal are collated with the schedule storage means. A means for determining a provision time zone and requesting re-input if it is not available, and notifying both of the service provision customer terminal and the service beneficiary customer terminal of the confirmed service provision time zone and inputting them to the schedule storage means Means for accepting an input of a cancellation instruction from either the service providing customer terminal or the service beneficiary customer terminal according to claim 1 for the determined service providing time zone; Notifying both the providing customer terminal and the service beneficiary customer terminal, Service providing customer terminal and service beneficiary customer comprising means for inputting the cancel processing result to the schedule storage means, and means for storing any status after the desired, confirmed, or canceled processing and the corresponding service providing time zone A service provision time zone reservation system for terminals,
Before the fixed service provision time zone start time, it is detected by pressing a software button of the service provision customer terminal that the service provision customer terminal can be operated by the service provision customer, Means for informing the service beneficiary customer terminal, and that the service beneficiary customer terminal is ready to be operated by the service beneficiary customer terminal before the start time of the fixed service provision time period, A means for detecting when the software button is pressed and notifying the service providing customer terminal, and detecting that both the service providing customer and the service beneficiary customer can operate the terminal are described later. Means to notify the service provision time measurement timer, service provision customers and service beneficiaries The terminal operator situation comprising a means for determining that the non-detecting party has actually canceled the reservation by not detecting that one of the terminals is ready for terminal operation, and storing the determination Detection and display system,
Means for receiving notification from the terminal operator status detection / display system that both the service providing customer and the service beneficiary customer are ready to operate the terminal, and preparing the software timer operation to be described later; A software timer that performs actual service provision time measurement using the timekeeping function of the hardware timer included in the device, means for displaying the actual service provision time value on both the service provision customer terminal and the service beneficiary customer terminal in real time; A service providing customer terminal software switch that causes the service providing customer terminal to operate the software timer on / off; a service beneficiary customer terminal software switch that causes the service beneficiary customer terminal to operate on and off the software timer; and the service providing customer. If the software switch of either the terminal or the service beneficiary customer terminal is off, a service provision time comprising means for prioritizing the off command and means for storing an actual service provision time value obtained after the service provision is completed Human system real-time remote service reservation billing management device composed of actual measurement timer. The human-system real-time remote service reservation charging management device according to claim 2 or 3,
Service reference customer unit reference time unit price management system comprising service reference time unit price input receiving means, service reference time unit price storage means, and service reference time unit price disclosure means,
The means for reading the actual service provision time value from the actual service provision time timer according to claim 2 or claim 3, and the average percentage of the service beneficiary customer satisfaction according to claim 1, wherein the service level satisfaction level and service level according to claim 1 are used. Means for reading from a service level management system; means for reading an average percentage of service offer customer achievement levels from the service level satisfaction and service level reachability management system according to claim 1; The service base time unit price is read from the service base time, and the product of one half of the service base time unit price and the average percentage of satisfaction of the service beneficiary customers is obtained. The service base time unit price is increased by calculating the sum of both products. And a means for obtaining a product of the adjusted service reference time unit price and the service provision time actual measurement value to determine the service charge amount, storing the determined service charge amount, and a settlement management system to be described later A service billing amount calculation system comprising means for notifying;
The service consideration settlement operator terminal according to claim 1 or 3 sets in advance a condition or an amount for calculating a service failure charge when either a service beneficiary customer or a service providing customer cancels in advance. A means for inputting, a means for storing the condition or amount, and a service beneficiary customer terminal from the storage means for the service providing customer terminal and the service providing customer terminal for the service beneficiary customer terminal according to claim 2 or claim 3 or Means for reading the status after cancellation processing by any of the service providing customer terminals, calculating the service failure charge amount based on the above conditions or amount, and the service beneficiary customer described later when the service beneficiary customer actually fails Make a non-service charge for the side consideration settlement account And a service beneficiary customer responsibility input by the service providing customer terminal in advance as a service beneficiary customer responsibility service unsuccessful billing condition and amount. Services for storing the service failure charge conditions and amount, and providing conditions or amounts for performing service failure charges for the service offer customer side payment settlement account described later when the service is not established due to the actual cancellation of the service offer customer side A means for inputting in advance from the service beneficiary customer terminal as claimed in claim 1 or claim 3 as the customer responsibility service failure charge condition and amount, and storing the service providing customer responsibility service failure charge condition and amount inputted by the service beneficiary customer terminal And means for performing Reads from the storage means of the terminal operator status detection / display system according to claim 3 that the service providing customer or the service beneficiary customer has actually canceled the reservation, and has actually canceled the reservation. A means for calculating a service failure charge based on the service beneficiary customer responsibility service failure charge condition and amount or a service providing customer responsibility service failure charge condition and amount, and a means for storing the calculated service failure charge amount And a service failure rate calculation system comprising means for notifying the settlement management system of the stored service failure rate,
Service beneficiary customer side payment settlement account, service providing customer side payment settlement account, service payment settlement operator side payment brokerage account,
Means for previously registering a service beneficiary customer side credit card associated with the service beneficiary customer side payment account; means for storing the service beneficiary customer side credit card; and Stores the service beneficiary customer's prepaid amount by means of bank transfer, electronic cash point purchase, prepaid card or virtual prepaid card, and the service beneficiary customer's prepaid amount balance. Means to
Means for previously registering a service providing customer side credit card associated with the service providing customer side consideration settlement account; means for storing the service providing customer side credit card; and Means for depositing the prepayment amount on the service providing customer side by bank transfer, credit card payment, electronic cash point purchase, prepaid card or virtual prepaid card to the service providing customer side payment account; Means for memorizing the amount balance;
The service payment settlement company side payment intermediary account requests the service beneficiary customer side payment settlement account to settle the fixed service charge amount or the service failure charge amount, and applies the charge amount to be applied to the service beneficiary customer. The consideration between the service consideration settlement operator side settlement brokerage account and the service beneficiary customer side settlement settlement account is charged to the credit card company and the applied billing amount is paid later from the credit card company. A means for completing settlement, and the service consideration settlement operator side settlement brokerage account is applied to the service beneficiary customer side settlement account by requesting settlement of the fixed service charge amount or the service failure charge amount By deducting the billing amount from the prepaid amount balance on the service beneficiary customer side, the service consideration settlement Means for completing the payment settlement between the customer side payment brokerage account and the service beneficiary customer side payment settlement account; and the service payment settlement operator side payment brokerage account with respect to the service providing customer side payment settlement account Means for completing the payment settlement between the service payment settlement company side settlement brokerage account and the service providing customer side payment settlement account by depositing the service billing amount or the service non-successful billing amount;
The service consideration settlement operator side settlement brokerage account requests the service provision customer side settlement settlement account to settle the service failure charge amount, and the service failure settlement amount is paid to the service provision customer side credit card. And means for completing the payment settlement between the service payment settlement company side payment brokerage account and the service providing customer side payment settlement account when the service failure charge amount is paid later from a credit card company. The service consideration settlement operator side settlement brokerage account requests the service provision customer side settlement settlement account to settle the service failure rate charge amount, and the service failure rate charge amount is calculated from the prepaid amount balance on the service provider customer side. By debiting, the service payment settlement company side settlement brokerage account and the service Means for completing the payment settlement with the customer-side consideration settlement account, and the service consideration settlement operator-side settlement brokerage account deposits the non-service charge amount to the service beneficiary customer-side consideration settlement account. A human-system real-time remote service consideration settlement apparatus comprising a settlement management system comprising a settlement intermediation account on the service consideration settlement operator side and a means for completing a settlement settlement on the service beneficiary customer side settlement settlement account. 2. The human-system real-time remote service quality management apparatus according to claim 1, wherein the function related to input / output with the user of the apparatus and the function related to input / output to / from an external system are made into components, and the external system as a Web service using XML technology. Real-time remote service quality management system for human system characterized by realizing the function to provide 3. The human-system real-time remote service reservation charging management apparatus according to claim 2, wherein a function related to input / output with a user of the apparatus and a function related to input / output to / from an external system are componentized and externally provided as a Web service using XML technology. A human-system real-time remote service reservation charging management apparatus characterized by realizing a function provided to a system. 4. The human-system real-time remote service reservation billing management apparatus according to claim 3, wherein the function related to input / output with the user of the apparatus and the function related to input / output to / from an external system are componentized and externally provided as a Web service using XML technology. A human-system real-time remote service reservation charging management apparatus characterized by realizing a function provided to a system. 5. The human-system real-time remote service consideration settlement apparatus according to claim 4, wherein a function related to input / output with a user of the apparatus and a function related to input / output to / from an external system are componentized, and an external system as a Web service using XML technology. A real-time remote service consideration payment device characterized by realizing the function to be provided. The service level agreement item management system according to claim 1 includes a means for publishing as a model a service level agreement item combined by the service provision customer terminal, and the service provision customer terminal schedule management system according to claim 2. The service providing customer operates as a Web service using XML technology by componentizing the schedule disclosing means and the service reference time unit disclosing means included in the reference time unit price management system for the service providing customer terminal according to claim 4. Human system real-time remote service information disclosure device characterized by having a function that can be provided to a Web page The human-system real-time remote service quality management device according to claim 1,
After the service provision ends, for each item of the combination of service level agreement items, an option consisting of a plurality of steps corresponding to a specific percentage in which each step represents satisfaction is generated, and the option of the option is received from the service beneficiary customer terminal. As an alternative to the means for seeking input to either,
A means for directly inputting a percentage value representing satisfaction from the service beneficiary customer terminal according to claim 1 for each item of the combination of service level agreement items after the end of service provision;
Similarly, after the service provision ends, for each item of the combination of service level agreement items, an option consisting of a plurality of stages corresponding to a specific percentage in which each stage represents the achievement level is generated, and the option is selected from the service providing customer terminal. As an alternative to means for requesting input to any of
Similarly, after the end of service provision, it is provided with means for directly inputting a numerical value representing a degree of achievement from the service provision customer terminal according to claim 1 for each item of the combination of service level agreement items. Item 4. The human-system real-time remote service quality management device according to Item 1. 11. The human-system real-time remote service quality management device according to claim 10, wherein a function related to input / output with a user of the device and a function related to input / output to / from an external system are componentized, and the external system as a Web service using XML technology. Real-time remote service quality management system for human system characterized by realizing the function to provide 3. The human system real-time remote service reservation charging management device according to claim 2, wherein the fingerprint authentication device, the palm print authentication device, the iris authentication device, the authentication means using a magnetic card, the authentication means using an IC card, or the non- Authentication means using a contact IC card, authentication means using an ID and password, authentication means using a barcode, authentication means using a two-dimensional barcode, or authentication means using a unique number sequence input, or The service providing customer terminal can be operated by the service providing customer terminal according to claim 1 by any one of authentication means using reading of a unique number sequence, authentication means using a face image, or a combination of two or more. And the service beneficiary customer terminal according to claim 1 Human claim 2, wherein the service beneficiary customer with a means for detecting and it is in the operable state based real-time remote service book accounting management device. 5. The human system real-time remote service reservation charging management device according to claim 3, wherein the fingerprint authentication device, the palm print authentication device, the iris authentication device, the authentication means using a magnetic card, the authentication means using an IC card, or the non- Authentication means using a contact IC card, authentication means using an ID and password, authentication means using a barcode, authentication means using a two-dimensional barcode, or authentication means using a unique number sequence input, or 4. The service providing customer can operate the service providing customer terminal according to claim 3 by any one of authentication means using reading of a unique number sequence, authentication means using a face image, or a combination of two or more. And the service beneficiary customer terminal according to claim 3 Human claim 3, wherein the service beneficiary customer with a means for detecting and it is in the operable state based real-time remote service book accounting management device.

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