JP2009010478A - Call back management apparatus - Google Patents

Abstract

<P>PROBLEM TO BE SOLVED: To solve the problems that guidance voice of an interactive voice response is not needed for a user or becomes a mental burden in many cases. <P>SOLUTION: The call back management apparatus 100 receives the selective input of speech communication business with an operator from a service user through a web page. A history holding part holds a selective input history, and a voice signal generation part converts the selective input history to voice signals. A speech communication control part connects the interactive voice response and sends out the voice signals, and the interactive voice response determines an operator in charge and switches a connected line to the operator in charge according to the received voice signals. The call back management apparatus calls the service user and establishes speech communication with the operator in charge after a response. <P>COPYRIGHT: (C)2009,JPO&INPIT

Description

  The present invention relates to a technique for supporting a callback operation in which a telephone call is returned from a service provider in response to a request from a service user.

With the spread of the Internet, consumers are actively obtaining information about services and products from web pages, and making inquiries to service providers by e-mail. However, when it is desired to obtain more detailed information or to make an inquiry to a service provider, communication by telephone is often more effective because of its bidirectionality and immediacy.
Therefore, a “callback button” is provided on the service provider's web page, and when the service user clicks the button, the service provider receives a call on his / her phone and responds to the incoming call. The “callback system” is considered to be possible.

In Patent Document 1, the time when the service user wants to talk to the operator and his / her telephone number are designated, and when the designated time comes, the service user and the operator's telephone line are automatically connected to make a call. An exchange system to be started is disclosed.
JP-A-11-32121

  Incidentally, an automatic voice response device, so-called IVR (Interactive Voice Response) is provided at a telephone window such as a company support center, and automatic voice response is generally performed. As one of them, the support center receives a call from a customer user by one telephone number, responds by an automatic voice response device, makes the user select a call item by dial operation by voice guidance, and responds to the dial operation Connecting to the operator has been done. As a result, the support center can automate the task of listening to the customer's requirements and allocating connections to the operator in charge, speeding up the task and reducing labor costs.

  However, since the user performs the operation after listening to the voice guidance, the user often forgets the operation to be input when the voice guidance is finished and makes an input mistake. Further, when an input mistake is made, it is necessary to listen to the voice guide again and make a selection again, which is a troublesome operation for the user. Furthermore, it is often stressful for the user to automatically reproduce the voice that is unnecessary or an explanation that has already been heard.

  The present invention is an invention completed based on the above problem recognition, and its main object is to provide a callback management device that speeds up the response to the customer and reduces the burden on management and costs. There is.

  In order to solve the above problems, a callback management device according to an aspect of the present invention is connected to an automatic voice response device that selects a communication terminal of an operator in charge as a connection destination in accordance with an input voice signal. A message display section for displaying a message selection screen for allowing the service user to select a call message for the service, and an input receiving section for receiving selection input of the call message by the service user via the message selection screen And a history holding unit for holding a selection input history for the message selection screen, and a callback request for displaying a callback request input screen for a service user to request a call made by an operator after receiving a selection input. A display unit, a request reception unit that accepts input of a service user's telephone number via a callback request input screen, and a telephone number that holds the telephone number A voice signal generation unit that converts the selected input history into a voice signal, and an automatic voice response device, and is specified by the operator's communication terminal and telephone number selected by the voice automatic response device A call control unit that establishes a call with the communication terminal.

  It should be noted that any combination of the above-described components and a representation of the present invention by a method, apparatus, system, recording medium, or computer program are also effective as an aspect of the present invention.

  ADVANTAGE OF THE INVENTION According to this invention, the burden of selection operation of the telephone call matter by a user can be reduced.

FIG. 1 is a block diagram showing an outline of the callback management device 100.
The user terminal 14 is a terminal device such as an electronic computer or a mobile phone used by the service user, and the user communication terminal 16 is a terminal device such as a fixed phone or a mobile phone used by the service user. Operator communication terminals 18 a to 18 c (hereinafter simply referred to as operator communication terminal 18) are communication terminals for an operator to make a call with a service user, and are connected to the automatic voice response device 20. The automatic voice response device 20 receives a voice signal from an external device, selects a responsible operator according to the received voice signal, and connects a line to the operator communication terminal 18 of the responsible operator.
The callback management device 100, the user terminal 14, the user communication terminal 16, and the automatic voice response device 20 are connected to the network 12, and the operator communication terminal 18 is connected to the network 12 via the automatic voice response device 20.
Note that the network 12 in FIG. 1 means a communication network including a telephone network, a mobile phone network, and a computer network, but in FIG.
Although it is assumed that there are a plurality of service users, they are not particularly illustrated in FIG.
In the configuration of the present embodiment, the operator communication terminal 18 is connected to the network 12 via the automatic voice response device 20, but may be configured to be directly connected to the network 12.

  The service user accesses the callback management apparatus 100 from the user terminal 14 via the network 12. The user terminal 14 acquires the message selection screen 126 as a screen for selecting and inputting a query message to the operator from the callback management device 100. The service user inputs a message by selecting an option displayed on the screen. The user terminal 14 transmits data indicating the selection contents (hereinafter referred to as “selection input”) to the callback management apparatus 100.

  The callback management device 100 holds a history of received selection inputs. Thereafter, the callback management apparatus 100 displays a screen on the user terminal 14 for the service user to request a callback. The service user inputs a telephone number for which a callback is desired, such as the telephone number of the user communication terminal 16, on the callback request screen 140. The user terminal 14 transmits telephone number information to the callback management device 100. The callback management device 100 holds the received telephone number.

  The callback management device 100 generates an audio signal corresponding to the selection input history. The callback management device 100 makes a call to the automatic voice response device 20 and transmits a voice signal after the call is established. The automatic voice response device 20 determines the operator in charge based on the received voice signal. The automatic voice response device 20 switches the line connection with the callback management device 100 to the operator communication terminal 18 of the operator in charge. The callback management device 100 makes a call to the user communication terminal 16 at the telephone number input by the service user, and after the response of the user communication terminal 16, the connection between the user communication terminal 16 and the operator communication terminal 18 is made. I do.

FIG. 2 is a functional block diagram of the callback management device 100.
Each block shown here can be realized in hardware by an element such as a CPU of a computer or a mechanical device, and in software it is realized by a computer program or the like. Draw functional blocks. Therefore, those skilled in the art will understand that these functional blocks can be realized in various forms by a combination of hardware and software.

The callback management device 100 includes an interface unit 102, a data holding unit 108, a control unit 118, an audio signal generation unit 120, and a call control unit 122.
The interface unit 102 is in charge of processing related to a user interface such as information display to a service user and input reception.
The data holding unit 108 stores various setting data and user information prepared in advance, and various data received from the interface unit 102 and the control unit 118.
The control unit 118 processes the input information from the interface unit 102, the call control unit 122, and the audio signal generation unit 120, and the data stored in the data holding unit 108, and the processed data is displayed in the interface unit 102, the data The data is transmitted to the holding unit 108, the call control unit 122, and the voice signal generation unit 120.
The call control unit 122 performs line connection between the user communication terminal 16 and the operator communication terminal 18 and controls calls during a call. In addition, the call control unit 122 connects the line with the voice automatic response device 20 and transmits the voice signal generated by the voice signal generation unit 120 to the voice automatic response device 20. Call connection and control is realized by application of a known technique such as SIP (Session Initiation Protocol).

The interface unit 102 includes a message display unit 104, a request display unit 106, an input reception unit 114, and a request reception unit 116.
The message display unit 104 displays a screen for a service user to input a message for a call with an operator. The requirement is indicated by an option, and is performed by selecting and inputting the option. Details of the message selection screen will be described in detail with reference to FIG.
The request display unit 106 inputs a telephone number that the service user desires to call back, and causes the user terminal 14 to display a screen for transmitting a callback request. Details of the screen displayed by the request display unit 106 will be described in detail with reference to FIG.
The input receiving unit 114 receives a service user's selection input for the screen displayed by the message display unit 104. Selection input includes clicking a link of choices with a mouse or inputting to a keyboard.
The request reception unit 116 acquires the service user's input for the screen displayed by the message display unit 104.

The data holding unit 108 includes a telephone number holding unit 110 and a history holding unit 112.
The telephone number holding unit 110 holds the telephone number of the user communication terminal 16 that the service user wishes to call back, acquired by the input receiving unit 114. The history holding unit 112 holds a history of selection input acquired by the input receiving unit 114.

FIG. 3 shows a message selection screen 126 displayed on the screen of the user terminal 14 by the message display unit 104. In the present embodiment, as shown in FIG. 3, the options of the business are hierarchical, and first, the insurance type selection screen 128 is displayed. After selecting the options on the insurance type selection screen 128, details are selected according to the result. A selection screen 130 is displayed. Further, the service user selects an option on the detail selection screen 130 and determines a requirement.
In the example of FIG. 3, the number 3 option is selected on the insurance type selection screen 128, and as a result, the detail selection screen 130 is displayed. The selection input may be performed by inputting the character “3” using a keyboard, or may be performed by clicking an option with a mouse or the like. This selection input is received by the input receiving unit 114, and the history is held in the history holding unit 112 as a selection input history.
FIG. 3 shows an example in which a plurality of option groups are displayed by screen transition. However, the item selection screen 126 is configured to display a plurality of option groups on one screen and to select each option group. May be. Further, when there is one option group, it consists of a single screen, and there is one selection input.

FIG. 4 shows a callback request screen 140 displayed on the screen of the user terminal 14 by the request receiving unit 116. After the service user receives the selection of the request by the callback management device 100, it is displayed on the user terminal 14 by the callback management device 100.
The service user inputs the telephone number of the user communication terminal 16 in the telephone number input field 142 as a telephone number for which a callback is desired, and presses an OK button 144. As a result, the callback request and the telephone number information are transmitted from the user terminal 14 to the callback management apparatus 100. When the user ends the process, the user presses a cancel button 146.

FIG. 5 is a sequence diagram showing the processing steps of the present embodiment.
First, the service user accesses the message selection screen 126 from the user terminal 14 via the callback management device 100 (S10). The requirement display unit 104 transmits the information on the insurance type selection screen 128 to the user terminal 14 and displays it on the screen of the user terminal 14 (S12). The service user selects the option “3. Regarding medical insurance” on the insurance type selection screen 128 by pressing “3” on the keyboard (S14). “3” is transmitted as a selection input from the user terminal 14 to the callback management apparatus 100, and the input reception unit 114 acquires the selection input information (S16). The message display unit 104 transmits information on the detailed selection screen 130 corresponding to the selection input “3” acquired by the input receiving unit 114 to the user terminal 14 and displays the information on the screen of the user terminal 14 (S18). . The service user selects an option “1. Regarding cancer insurance” on the detail selection screen 130 by pressing “1” on the keyboard (S20). “1” is transmitted as a selection input from the user terminal 14 to the callback management apparatus 100, and the input reception unit 114 acquires the selection input information (S22).

  The callback management apparatus 100 holds the selection input information acquired by the input receiving unit 114 in the history holding unit 112 as the selection input history “3, 1” (S24). The request display unit 106 transmits the information on the callback request screen 140 to the user terminal 14 and displays it on the screen of the user terminal 14 (S26). The service user inputs a telephone number desired to be called back on the callback request screen 140 and presses an OK button 144. Information requesting a callback and information on a telephone number are transmitted from the user terminal 14 to the callback management apparatus 100 and received by the request reception unit 116 (S28). The telephone number information received by the request receiving unit 116 is held in the telephone number holding unit 110 (S30).

The audio signal generation unit 120 acquires the selection input history information from the history holding unit 112 and generates an audio signal (S32). The sound signal is generated by converting the selected input history information into a tone signal. For example, in this embodiment, the selection input history is “3, 1”. The audio signal generated by the audio signal generation unit 120 is a continuous tone signal that represents “3” and “1”.
Conversion to a tone signal is performed by converting to a frequency in accordance with a DTMF (Dual Tone Multi-Frequency) standard. The conversion may be performed by providing the data holding unit 108 with a correspondence table of numbers and tone signal sounds and referring to the table.
If the automatic voice response device 20 can process an audio signal other than the tone signal, an audio signal corresponding to the processing can be generated. For example, when the automatic voice response device 20 can process a natural language voice such as “medical insurance”, a natural language voice can be generated from the selected input history information. As an audio signal generation method at this time, it is conceivable to generate the audio signal by holding the selected input history information as text data and using a known text-to-speech conversion algorithm.
It is also conceivable that the user makes a selection input by voice when selecting a message and transmits the voice as a voice signal.

The call control unit 122 calls the voice automatic answering device 20 using the telephone number of the voice automatic answering device 20 previously held in the telephone number holding unit 110 (S34). The automatic voice response device 20 responds to the call and transmits a response message by voice guidance to the caller (S36). When the call control unit 122 detects that the push button input is prompted by the response message from the voice automatic response device 20, the call control unit 122 transmits the voice signal generated in step S32 to the voice automatic response device 20 (S38). . When the automatic voice response device 20 can receive all of the audio signals selected and input at once, the audio signal can be transmitted continuously once. When the automatic voice response device 20 interactively prompts input of a voice signal to make a selection, the corresponding voice signal is transmitted every time the input is prompted.
By the operations from step S34 to step S38, the callback management apparatus 100 can replace the telephone input to the voice automatic answering apparatus 20 and the response input to the voice guidance.

  The automatic voice response apparatus 20 analyzes the voice signal transmitted in step S38 and determines the operator in charge corresponding to the input voice signal (S40). The automatic voice response apparatus 20 switches the line established with the call control unit 122 to the operator communication terminal 18 of the operator in charge determined in step S40 (S42). By this switching, connection between the call control unit 122 and the operator communication terminal 18 is started (S44).

  Next, the call control unit 122 acquires the telephone number held in step S30 from the telephone number holding unit 110, and performs call processing on the user communication terminal 16 corresponding to the telephone number (S46). The service user responds to an incoming call to the user communication terminal 16 (S48). When the user communication terminal 16 responds to the call, the call control unit 122 connects the user communication terminal 16 and the operator communication terminal 18 and starts a call between them (S50).

  In the above embodiment, the callback management device 100 calls the user communication terminal 16 after establishing the connection with the operator communication terminal 18, but after the connection with the user communication terminal 16 is established, the automatic voice response device 20. May be called. That is, steps S46 to S48 may be executed before step S26 is executed.

As described above, according to the callback management device shown in the present embodiment, the following effects can be obtained.
The service user can input on the screen in advance the inquired call item before connecting to the automatic voice response device. For this reason, the service user can input the call request while confirming it on the screen, selection input errors are reduced, and the time until the selection is made is shortened.
In addition, since the callback management device acts as an input of the voice signal to the voice automatic answering device, the service user does not need to listen to the voice guidance or perform a response operation to the voice guidance until there is a callback. Since it is only necessary to wait, the operation burden on the service user is reduced.

  The present invention has been described above based on the embodiment. The present invention is not limited to this embodiment, and various modifications thereof are also effective as aspects of the present invention.

In the present embodiment, the callback management device 100 has been described as a single device, but the callback management device 100 is configured as a device in which each unit is independent, and may be realized in cooperation with them. Those skilled in the art will understand.
In the present embodiment, the user terminal 14 and the user communication terminal 16 of the service user have been described as separate devices. However, for example, a terminal such as a mobile phone that can perform screen display, input, and telephone call. If configured, the user terminal 14 and the user communication terminal 16 may be configured by one terminal.

It is a block diagram which shows the outline of a callback management apparatus. It is a functional block diagram of a callback management device. It is a screen figure of a message selection screen. It is a screen figure of a callback request screen. It is a sequence diagram which shows the process of a present Example.

Explanation of symbols

  12 network, 14 user terminal, 16 user communication terminal, 18 operator communication terminal, 20 voice automatic response device, 100 callback management device, 104 message display unit, 106 request display unit, 108 data holding unit, 110 telephone number Holding unit, 112 history holding unit, 114 input receiving unit, 116 request receiving unit, 118 control unit, 120 voice signal generation unit, 122 call control unit, 126 message selection screen, 140 callback request screen.

Claims (2)

In response to the input voice signal, it is connected to the automatic voice response device that selects the communication terminal of the operator in charge as the connection destination,
A message display section for displaying a message selection screen for allowing a service user to select a message for a call with an operator;
An input receiving unit for receiving selection input of a call message by the service user via the message selection screen;
A history holding unit for holding a selection input history for the message selection screen;
A callback request display unit for displaying a callback request input screen for requesting a call made by the operator from the operator;
A request receiving unit for receiving an input of a service user's telephone number via the callback request input screen;
A telephone number holding unit for holding the telephone number;
An audio signal generator for converting the selection input history into an audio signal;
A call control unit that sends the voice signal to the voice automatic answering device, and establishes a call between the communication terminal of the operator selected by the voice automatic answering device and the communication terminal specified by the telephone number;
A callback management device comprising: The message display unit displays the message selection screen as a screen for determining a notification message by sequentially selecting options from a plurality of option groups,
The callback management apparatus according to claim 1, wherein the input reception unit holds a history of selection inputs for the plurality of option groups as the selection input history.

Images