JP2011070381A - System and method for supporting call center, and call center system - Google Patents

Abstract

<P>PROBLEM TO BE SOLVED: To support an operator of a call center related to an online service so as to accurately and rapidly comprehend an inquiry from a customer and to properly respond to it. <P>SOLUTION: The call center support system includes: a means storing information about a service used by a user 2 acquired from an Internet banking system 4 into a storage device in association with user identification information; a means acquiring the user identification information from the Internet banking system having received an instruction for an inquiry reservation from a user terminal 2A, generating an inquiry code, and transmitting it to the Internet banking system; a means identifying the service information of the user from the storage device, and storing the service information in association with the inquiry code; a means acquiring the inquiry code presented to a call center system 5 by the user; and a means retrieving the service information of the user from the storage device based on the inquiry code, and transmitting it to an operator terminal 7 of the call center. <P>COPYRIGHT: (C)2011,JPO&INPIT

Description

  The present invention relates to a system, a method, and a call center system for supporting a call center that accepts a support request from a customer regarding an online service provided by the operator to the customer through a communication network.

  In call centers of companies (customer consultation room, service center, help desk, etc.), when a customer receives a telephone inquiry about a product or service, the operator can quickly and accurately answer customer questions, requests, facts, etc. It is necessary to understand and respond appropriately. Today, the WEB site is widely used as a transaction channel and advertising medium, so the call center can grasp the information entered on the web screen and transaction screen that the customer is browsing or browsed by the operator by telephone. In addition, it is necessary to promptly answer inquiries from customers. Such verbal (telephone) information collection takes time, is inaccurate, and can cause troubles with customers. In particular, for inquiries related to transactions that have a time limit such as a transfer by a net bank (if the transfer is not completed by 15:00, it is handled the next day), a faster processing is required for the call center.

  Due to these circumstances, depending on the type of service and the content of the operation, a number of inquiries (call centers) are established in advance, or a plurality of specialized departments are set up in the call center to allow customers to select with the push button of the telephone. It is widely used to automatically assign the appropriate person or department. However, in this method, it takes time to connect to a person in charge (operator), and verbal (phone) information collection from the customer is still necessary. In addition, there is a risk that inappropriate actions such as leakage of personal information may be taken due to “spoofing” by a third party.

  In addition, a customer's telephone number is registered in advance, a customer, a transaction history, etc. are specified from the caller number, and assigned to a department in charge (operator in charge) for quick response. However, it is impossible to deal with a case where the caller number is set not to be notified on the customer's phone or a case where the call is made from a plurality of numbers by a corporate customer or the like.

  Therefore, in recent years, the following method has been proposed as a method for supporting a call center for online transactions and the like.

  First, in Patent Literature 1, when a user clicks a message such as a question displayed on a web screen, the URL information, address, browser type, cookie content, etc. of the screen being browsed by the user via the web server. Terminal information and input information input by the user are transmitted from the user's PC to the PC in the call center. As a result, sufficient information is provided in advance to the call center operator so that the inquiry from the user can be dealt with promptly and accurately (paragraphs 0005, 0017 to 0021).

  Further, in Patent Document 2, a customer's telephone number, account information, identification ID, transaction history, and the like are stored at the time of past transaction or inquiry reception. When a customer receives an inquiry over the phone at a later date, the customer himself / herself and its transaction history are identified based on the automatically acquired telephone number and IP address, account information entered by the customer, etc. The operator is assigned to the most suitable operator (paragraphs 0016, 0026, 0098, etc.).

  Furthermore, in patent document 3, the data of the service related screen displayed on the customer terminal at the time of service provision and the input log of the information input by the customer are stored, and displayed on the customer terminal at a specific time based on the input log. A support screen similar to the above screen is generated and displayed on the terminal of the help desk staff (claims 1, 0023, etc.).

JP 2002-142037 A JP 2002-358410 A JP 2009-110430 A

  However, there are still problems to be solved in the above-described conventional technology.

  First, in Patent Document 1, since it is necessary to install dedicated software or the like on a customer terminal, it becomes an obstacle to practical use.

  Further, in Patent Literature 2, the call center support system automatically selects an operator according to a fixed selection standard every time an inquiry is made from a customer. Business and knowledge (information) transfer (sharing) must be performed separately. As a result, there is a risk that efficient response cannot be achieved.

  In Patent Document 3, even if the operator can respond while viewing the same support screen as the transaction screen viewed by the customer, other information necessary for the answer (contract information and attribute information of the customer, in-house judgment criteria, etc.) As before, the operator must collect and select the customer himself / herself while listening to the customer's personal information and requests. For this reason, the efficiency of query response is also limited.

  In view of the above problems, the present invention provides a call center support system, a support method, and a support method for a call center operator related to online services such as Internet banking to accurately and quickly grasp inquiries from customers and to respond appropriately. The purpose is to provide a call center system.

  According to a first aspect of the present invention, there is provided a system for supporting a call center that receives a support request from a customer regarding an online service provided by a business operator to a customer through a communication network, the service providing system providing the online service, Obtains information on online services that are used or desired to be used, and stores them in a storage device in association with customer identification information, and inquires from customer terminals during or after completion of online services Obtaining customer identification information from the service providing system that has received a reservation instruction, numbering instruction receiving means for receiving a reference code numbering instruction, and generating a reference code in accordance with the numbering instruction, and transmitting it to the service providing system Inquiry code generation means to perform and the acquired customer When the customer's service information is specified from the storage device based on the identification information, and the generated inquiry code is stored in the storage device in association with the customer, the customer who has obtained the inquiry code through the service providing system, When requesting support from the call center by presenting this inquiry code, the inquiry code acquisition means for acquiring the customer inquiry code from the call center, and the customer service information is retrieved from the storage device based on the acquired inquiry code. And a service center transmitting system for transmitting the information to the call center.

  According to a second aspect of the present invention, there is provided a method for supporting a call center that accepts a support request from a customer with respect to an online service provided to the customer through a communication network by a computer system, the service providing the online service. Obtaining service information of an online service used or desired by the customer from the system, storing the service information in a storage device in association with the customer identification information, and providing the customer terminal during or after completion of the online service Receiving customer identification information from the service providing system that has received an inquiry reservation instruction and receiving a reference code numbering instruction, and generating a reference code according to the numbering instruction and transmitting the inquiry code to the service providing system And acquired above The service information of the customer is specified from the storage device based on the customer identification information, and the generated inquiry code is stored in the storage device in association with the customer. When requesting support from a call center by presenting an inquiry code, a step of obtaining a customer inquiry code from the call center, and retrieving customer service information from the storage device based on the obtained inquiry code and transmitting it to the call center There is provided a call center support method comprising the steps of:

  According to a third aspect of the present invention, there is provided a call center system that accepts a support request from a customer regarding an online service provided by a business operator to a customer through a communication network, and is used by the customer from the service providing system that provides the online service. Service information acquisition means for acquiring online service information that is available or desired to be used and storing it in a storage device in association with customer identification information, and instructing reservation reservation from the customer terminal during or after completion of the online service A numbering instruction receiving means for acquiring customer identification information from the service providing system that receives the reference number and receiving a reference code numbering instruction; and a reference code that generates a reference code according to the numbering instruction and transmits the reference code to the service providing system Generation means and the acquired customer identification information The service information of the customer from the storage device based on the reference code registration means for associating and storing the generated reference code in the storage device, and the reference code from the customer who acquired the reference code through the service providing system A call center system is provided, comprising: a support request accepting means for obtaining a support request and obtaining a service request; and a service information retrieving means for retrieving customer service information from the storage device based on the obtained inquiry code. The

  According to a fourth aspect of the present invention, there is a system for supporting a call center that accepts a support request from a customer regarding an online service provided by a business operator to a customer through a communication network, which is used or desired by the customer. Service information acquisition means for acquiring service information from the customer's communication terminal (customer terminal) and storing it in the storage device in association with the customer's identification information; When receiving an instruction, a reference code generating means for generating a reference code based on the customer identification information stored in the storage device and transmitting it to the customer terminal; and the storage based on the acquired customer identification information The service information of the customer is identified from the device, and the generated inquiry code is stored in association with the information. When the customer stores the reference code, the inquiry code registration means, and when the customer requests the call center for support by presenting the inquiry code, the inquiry code acquisition means for obtaining the customer inquiry code from the call center, and the acquired inquiry code There is provided a call center support system characterized by comprising service information transmission means for retrieving customer service information from the storage device and transmitting it to the call center.

  According to the present invention, when an inquiry reservation instruction is received from a customer through the service providing system, the inquiry data is generated and the service information at that time is stored, and when a support request is later received from the customer. The service information can be searched based on the inquiry code and provided to the call center. This allows the operator to make an inquiry reservation when a question arises during use of the service, etc., and when the operator has a question about the customer by obtaining an inquiry code from the customer when receiving an inquiry at the call center later Service information can be shared, so you can respond quickly and accurately.

  On the other hand, since the customer can use the existing communication terminal as it is without installing dedicated software or the like, it can be easily put into practical use. In addition, when making an inquiry, simply make an inquiry reservation such as clicking the “Inquire” text string or button displayed on the transaction screen when a question arises, and just send the issued inquiry code. Can share necessary data such as transaction screens with operators. Therefore, troublesome operations such as display screen printing, history memos, operation history and question content input on the question input screen, and explanation to the operator by telephone (verbal) can be largely omitted. Furthermore, regardless of the transaction stage, it is possible to make an inquiry reservation whenever a question arises, and an actual inquiry can be made at any time according to his / her convenience. As a result, an operator who operates an online service or a call center can flexibly respond to various requests of customers and can improve the quality of customer services.

It is a network block diagram of embodiment of this invention. It is a figure which shows notionally the process and data structure of information collection by the call center assistance system which concerns on embodiment of this invention. It is a figure which shows notionally the process and data structure of information collection by the call center assistance system which concerns on embodiment of this invention. It is a functional block diagram which shows schematic structure of the call center assistance system which concerns on embodiment of this invention. It is a flowchart which shows the process process at the time of inquiry reservation of the call center assistance method which concerns on embodiment of this invention. Similarly, it is a flowchart which shows the process process at the time of an inquiry process.

  Hereinafter, an embodiment of the present invention will be described in detail with reference to the accompanying drawings. Here, as an online service, an Internet banking service provided by a financial institution to a customer via the Internet will be described as an example.

(Network configuration of this embodiment)
The call center support system denoted by reference numeral 1 in the network configuration diagram of FIG. 1 is composed of one or more computer systems installed and managed by a financial institution 3 that provides Internet banking services to users (customers) 2. 4. A terminal (operator terminal) 7 used by the call center system 5 and the call center operator 6 is configured to be connectable via a communication network in each row.

  Specifically, the call center support system 1 stores an application server 10 that realizes each function of the present invention through the cooperation of computer software and hardware, and stores state results such as basic information and operation contents of the user 2. And a storage DB 11. A specific configuration of the call center support system 1 will be described later with reference to FIG.

  The user 2 can connect to the net banking system 4 via the Internet using a communication terminal (customer terminal 2A) such as a mobile phone or a PC that the user 2 possesses. Note that illustrations and descriptions of well-known system configurations such as communication carriers and ISPs are omitted.

  The financial institution 3 may be a dedicated Internet bank specializing in Internet banking services, or a side bank that provides Internet banking services as one of the transaction channels.

  The net banking system 4 is composed of one or more computer systems, and is connected to the call center support system 1 and a conventionally known accounting system and information system through a dedicated line in the bank, and through the customer terminal 2A and the Internet. Connected. The net banking system 4 has a function of a WEB server and a part of a billing system system in addition to an application server function unique to the internet banking service.

  The call center system 5 is composed of one or more computer systems installed and managed by the financial institution 3, and when receiving a telephone call from the user 2, the call center system 5 follows a predetermined selection condition from among a number of connected operator terminals 7. A conventionally well-known power distribution function is provided for selecting and distributing any one of the operator terminals 7. The call center system 5 according to the present embodiment further includes a function for identifying a later-described inquiry code input by a customer using a push button such as a home phone and a function for transferring the identified inquiry code to the call center support system 1. As the identification function of the inquiry code, a function widely used at present to identify the type of service and the selection of inquiry contents with a push sound can be used as it is. Further, the inquiry code transmission function can be realized through a communication device such as a built-in modem and a communication network such as an in-line LAN. In addition, illustration and description are omitted for a configuration known as a call center system such as an exchange (PBX) and a gateway.

  The application server 10 of the call center support system 1 is used for data communication with the net banking system 4 and the call center system 5, access to various databases (DB), search (retrieve) and storage of necessary information, and storage of some information. Perform processing such as updating. In the present embodiment, as a database, a contract DB 13 that stores contract information of net banking concluded between the user 2 and the financial institution 3, a transaction information DB 14 that stores transaction information (situation) with the financial institution of the user 2, and the user 2 The telephone inquiry history DB 15 for storing the history of telephone inquiry to the call center regarding the Internet banking service, the operation history DB 16 for storing the history of the user's operation on the internet banking transaction screen, and the user basics such as account information and bibliographic items A customer DB 19 for storing information is provided. Each of these DBs 13 to 16 and 19 may be a DB constructed exclusively for the present system 1 or may be shared with an existing information system, or it is constructed by extracting only necessary data from the information system. DB may be sufficient.

(Whole process)
In the network configuration of the present embodiment as described above, a support request (inquiry) from the user 2 is processed as follows.

  First, as a premise, the application server 10 of the call center support system 1 receives user identification information and usage status (transaction type, display screen, etc.) from the net banking system 4 while the user 2 is using the internet banking service (S1). Acquired and stored in various DBs. When the user has a question or a request during the transaction, when the user clicks the “inquiry support” button 17 on the transaction screen displayed on the display of the user terminal 2A (S2), the net banking system 4 performs an interrupt process. To request (instruct) the numbering of the inquiry code to the application server 10 of the call center support system 1 (support request reception function: S3). The net banking system 4 constantly monitors whether the “inquiry support” button 17 is clicked during the communication session from the login of the user 2 to the logoff.

  Upon receiving the inquiry code numbering request from the net banking system 4, the application server 10 generates a unique inquiry code according to a predetermined code generation algorithm and returns it to the net banking system 4 (S4). The net banking system 4 presents the received inquiry code to the user 2 through an e-mail, a notification-only screen on WEB, a pop-up screen, or the like (reference code presentation function: S5).

  When the application server 10 generates the inquiry code, the application server 10 immediately collects the basic information and operation history of the user 2 from each of the above-described DBs 13 to 16 and stores it in the state storage DB 11 in association with the inquiry code (S5).

  When the user 2 who has received the inquiry code calls the call center at a convenient time and place, the user 2 is prompted to input the inquiry code by automatic voice (S6). When the user 2 inputs the inquiry code by the push voice of the telephone according to this guidance, the call center system 5 recognizes the inputted inquiry code (inquiry code recognition function: S7) and transfers it to the application server 10 (inquiry code). Transmission function: S8). Based on the received inquiry code, the application server 10 searches the state storage DB 11 for the state result related to the user 2 inquiry (S9). When the call center system 5 receives the reception notification of the inquiry code from the application server 10, the call center system 5 selects a number of operators 6, 6 to 1 in accordance with a conventionally well-known power distribution function, and the telephone from the user 2 is selected. Connect to the operator's terminal 7 (S10, S11). When the responsible operator 6 requests the application server 10 to provide a status result, the application server 10 transmits to the operator terminal 7 status information related to the user's inquiry that has been searched (S12).

  As a result, the operator 6 can respond to the user's inquiry promptly and accurately while referring to the state results such as the transaction screen, operation history, and customer basic information when the user 2 has a question. The status result may be automatically transmitted (displayed) from the application server 10 when the responsible operator 6 determines without waiting for a request from the responsible operator 6.

(Information collection process)
Next, referring to FIG. 2 and FIG. 3, information collection by the call center support system 1 of the present embodiment, that is, an inquiry code / various DB key correspondence table (each DB 13 to 16, 19 and the state storage DB 11 are linked) ( Hereinafter, a process for generating the “table” 18) (corresponding to S5 in FIG. 1) will be described in detail. In the following example, information such as login information to the internet banking service (net banking system 4), operation history browsed or input by the user in the course of a transaction, screen display history, etc. is stored in each DB 13-16, 19 at any time. A pattern in which the state results at that time are collected from each of the DBs 13 to 16 and 19 when the inquiry code is requested and stored in the state storage DB 11 will be described.

  First, in FIG. 2 (A), the user ID / password input by the user 2 on the login screen (not shown) is acquired from the net banking system 4 when logging in to the internet banking service. A new record is created in the table 18 when the inquiry code is generated, and basic information such as a user ID, an Internet banking service application representative account, and a contract code is collected from the contract DB 13 based on the user ID and password. Post to 18. Further, the inquiry code generated according to the request from the net banking system 4 is also stored in this table 18.

  In FIG. 2B, the reference code numbering date and time is specified from the operation history DB 16 based on the generated reference code “999”. In the operation history DB 16, information such as the operation content of the user 2, the ID of the displayed screen, and the operation date / time is stored in association with the user ID of the user 2. Of these, the date and time when the “inquiry support click” operation was performed is almost the same as the “inquiry code numbering date and time”, so the user ID and operation content fields are used as keys to identify the inquiry code numbering date and time. it can. Since the “inquiry support” button 17 may be clicked a plurality of times in the same communication session or the same transaction, it is preferable to use the inquiry code as a key in addition to the operation content and the user ID.

  Similarly, an operation history ID that uniquely identifies a history of a series of operations assigned (numbered) with this inquiry code is also transferred to the table 18. As described above, since multiple inquiry codes may be generated in the same communication session or the same transaction, this operation history ID is assigned to a series of operation groups in session units and transaction units in principle. At the same time, if an “inquiry support click” is detected in the process, a different ID is assigned.

  Next, as shown in FIG. 3A, a customer who registers customer information such as user 2's name, address, branch (department) code in charge, information on all accounts held, etc. in association with a customer number. With reference to the DB 19, the customer number of this user 2 is specified using the store code and account information as a key, and is posted on the table 18. The customer number is usually a customer-specific number composed of about 10 digits that are unique in all lines. Further, necessary information is collected from the transaction information DB 14 and the telephone inquiry history DB 15 using the customer number as a key.

  The data collected as described above is stored in the state storage DB 11 as shown in FIG. 3B, and after the inquiry code is input by the user and the connection destination operator is specified, the terminal 7 of the operator in charge. Or uploaded to the call center sharing screen or the like and can be browsed on the operator terminal 7.

(Schematic configuration of call center support system)
Next, a schematic configuration of the call center support system according to the present embodiment will be described with reference to the functional block diagram of FIG.
The call center support system 1 is a general-purpose computer system in which hardware such as a CPU 20, a storage device (RAM, HDD, ROM, etc.) 21, an input device 22, an output device 23, and a communication control device 24 are connected via a system bus 25. Consists of. The HDD, ROM, etc. of the storage device 21 store the above-described state storage DB 11 and other DB groups (13 to 16, 18, 19) and the following software (means) that causes the computer system to function as the application server 10. Is done. Each of these functions is realized by software installed in the HDD or the like being called on the RAM by the CPU 20 and sequentially executed while referring to information such as the DB.

  The above software includes service information acquisition means 30, numbering instruction reception means 31, and inquiry code that are executed when an inquiry reservation is received from the user via the net banking system 4 (see S1 to S5 in FIG. 1). The generation means 32, the inquiry code registration means 33, the service information storage means 34, the inquiry code acquisition means 35 executed when the call center system 5 receives an inquiry from the user (see S6 to S12 in FIG. 1), service information transmission Means 36 and service information providing means 37 are included.

  The service information acquisition means 30 acquires the service information of the net banking that the user 2 uses or desires to use from the net banking system (service providing system) 4 and identifies the user 2 identification information (login information, supplier) This is a function of storing in the contract DB 13 or the operation history DB 16 of the storage device 21 in association with the number. The service information is acquired from the net banking system 4 at any time or in a predetermined cycle regardless of whether there is an inquiry reservation from the user.

  Usage status includes transfer, balance inquiry, purchase and cancellation of financial products such as investment trusts, change of customer information (password, address, name, etc.), type of transaction such as account opening and cancellation, transfer destination and transfer amount , Individual transaction conditions such as purchase price, desired cancellation date, transaction screen information (screen transition history, etc.) displayed on the customer terminal 2A, and the like.

  When a transaction deadline is set for a service that the user uses or desires to use, the usage status includes information indicating the transaction deadline. For example, if you want to send money to the other party (destination account) on the same day, due to the nature of transactions using Zengin-Net, you must complete the transfer process by 3:00 pm even for 24-hour online banking. Don't be. Further, there are cases where the user wants to complete the transaction by a specific time limit due to his / her own convenience such as a contract with a third party, company settlement, salary transfer, bill settlement (payment). In such a case, since it is necessary for the call center that has received the inquiry to complete the user's transaction by the deadline, it is effective to let the operator know the transaction deadline.

  The numbering instruction reception means 31 obtains the identification information (login information, etc.) of the user 2 from the net banking system 4 that has received the instruction of the inquiry reservation from the customer terminal 2A while the Internet banking service is being provided or after the service is completed. This function accepts code numbering instructions. The net banking system 4 constantly monitors whether the user 2 has clicked the “inquiry support” button 17 on the transaction screen, and if clicked, the banking system 4 prioritizes other transaction processing by the interruption processing to the call center support system 1. The identification information of the user 2 is transmitted.

  Here, while the net banking system 4 is providing one service (transaction) and / or in one communication session in which a plurality of transactions are continuously executed, the customer terminal 2A issues a plurality of inquiry reservation instructions. If accepted, each is accepted as an independent inquiry reservation instruction. Specifically, there are cases where remittance is made to a plurality of transfer destinations within one communication session, or different transactions such as balance inquiry and change of customer information are applied. For example, when making the first transfer, make an inquiry reservation about the payment date and transfer fee to the partner account, and when making the second transfer, make an inquiry reservation regarding the consolidation of the store in charge of the transfer account. In this case, information necessary for answering a user's question such as transaction conditions (information) and an operation screen is different. In addition, a plurality of such questions may arise at the time of one transfer application. Therefore, in the present embodiment, a plurality of inquiry reservations are accepted as independent inquiry reservation instructions. In some cases, multiple inquiry reservations may be accepted as different reservations under the same transaction (usage status, screen, etc.) in the same transaction due to user error, etc., but when a user makes an inquiry to the call center, only one of the inquiry codes Since it is not presented, there is no risk of repeating the same answer multiple times.

  The inquiry code generation means 32 is a function that generates an inquiry code according to the numbering instruction received by the numbering instruction reception means 31 and transmits it to the net banking system 4. In the present embodiment, an inquiry code consisting of a three-digit number (999) is generated by a random number generation algorithm using parameters such as the month / date / hour / minute / second at the time of reception and the customer's user ID. For the inquiry code, the number of valid digits can be appropriately set in consideration of the validity period, the type of transaction, input operability with a push button, and the like. Here, there is a possibility that the usage situation including the personal information of the user may be leaked when another person presents the inquiry code to the call center. This can be effectively prevented by taking actions such as verifying the identity of the user at the time of reception at the call center, and checking the usage status only by the operator, not by the operator. it can.

  The reference code registration unit 33 specifies the usage status of the user 2 from the DB group of the storage device 21 based on the identification information of the user 2 acquired when the numbering instruction reception unit 31 receives the reference code numbering instruction. This is a function of associating the inquiry code generated by the inquiry code generation means 32 and storing it in the DB group of the storage device 21.

  The service information storage unit 34 generates at least a part of information that may change among the service information stored in the DB group of the storage device 21 when the numbering instruction reception unit 31 receives the inquiry code. This is a function of storing in the state storage DB 11 of the storage device 21 in association with the inquiry code. Here, information that may change includes bibliographic items such as the address, name, place of work, and telephone number associated with the marriage, relocation, and company name change of the user, account information due to the consolidation of the branch in charge, operational results, etc. included.

  In this embodiment, the history information of the transaction screen displayed or desired by the customer regarding the online service is also stored as the service information. That is, the transaction screen displayed or desired to be displayed by the customer is stored in the screen ID, HTML format, image data, or the like.

  The inquiry code acquisition means 35 acquires the inquiry code of the user from the call center system 5 when the user who has acquired the inquiry code through the net banking system 4 presents the inquiry code and calls the call center to request support. It is a function to do.

  The service information transmission unit 36 searches the customer service information from the DB group of the storage device 21 based on the inquiry code acquired by the inquiry code acquisition unit 35, and notifies the reception of the inquiry code when the corresponding information exists. This is a function for transmitting to the call center system 5.

  The service information providing unit 37 has a function of providing the service information stored in the state storage DB 11 by the service information storing unit 34 to the operator terminal 7 in accordance with a request from the operator 6 in charge of the call center. As described above, the service information of the present embodiment includes information on the transaction screen displayed or desired to be displayed by the customer.

(Specific processing steps)
Next, specific processing steps of the present invention will be described with reference to the flowcharts of FIGS. Here, FIG. 5 shows a process (inquiry reservation flow) from the login to the internet banking service to the provision of the inquiry code to the user, and FIG. 6 shows the process from receiving the power to displaying the status result on the terminal of the operator in charge. A process (inquiry processing flow) is shown.

  First, in the inquiry reservation flow of FIG. 5, the net banking system 4 acquires the user ID / password entered by the user terminal 2 </ b> A on the login screen, and compares it with information registered in the contract DB 13 or the customer DB 19 for login authentication. Perform (S20). If the authentication is affirmed, a desired Internet banking service is provided to the user 2 (S21).

  When the user 2 wants to ask the operator about the operation method or transaction conditions in the course of using the service, or points out improvement points or problems, the “inquiry support” button 17 displayed at the bottom of each screen. Is clicked with the mouse or pressed with the keyboard to transmit a support request (S22). The net banking system 4 always monitors whether or not the support request is received while the transaction is continued. When the request is received, the support request is received with priority over other processing by interrupt processing. This support request can be made at any stage of the transaction as long as the communication session continues (S23). Moreover, you may enable it to accept a support request within the fixed time after completion | finish of transaction.

  The network banking system 4 that has received the support request immediately transmits the user ID acquired at the time of login to the call center support system 1 and requests the numbering of the reference code (S24). The application server 10 of the call center support system 1 that has received the numbering request generates a reference code according to the generation algorithm and transmits it to the net banking system 4 (S25). Also, as described in FIG. 2 and FIG. 3, state results (information) at the time of numbering related to the user 2 and operation history are collected from the DB groups 13 to 16, 18, and 19 and associated with the inquiry code. Store in the state storage DB 11 (S26, S27).

  The net banking system 4 synthesizes a standard message including the inquiry code acquired from the application server 10 and the telephone number of the call center, and presents it to the user terminal 2A through an e-mail, a WEB screen, or the like (S28). This message includes, for example, a statement that guides you to enter the inquiry code, such as “Please call 0120-****-***. Please enter the inquiry code first.” It is.

  If the user wants immediate support for an ongoing transaction, the user can call the call center immediately after receiving the inquiry code to quickly resolve any questions. Conversely, if you can complete an ongoing transaction without receiving support, or if you do not have time to receive support, once you finish the transaction or connection, call the call center again later. Good.

  Next, in the inquiry processing flow of FIG. 6, when the call center system 5 receives a call from the user (S30), the call center system 5 says "Thank you for calling. First, please input the inquiry reference code. A message prompting the user to enter the inquiry code is output (S31). When the user 2 presses the push button of the telephone and inputs a reference code before the predetermined input waiting time elapses (timeout: T / O) (S32, S33), the reference code is recognized by the reference code identification function of the call center system 5 Is transmitted to the call center support system 1 (S34).

  When the call center support system 1 receives the inquiry code, the service information transmitting means 36 searches for the customer service information from the DB group of the storage device 21 based on the inquiry code (S35). At this time, if there is no information such as an operation history corresponding to the inquiry code in the inquiry code / various DB key correspondence table 18 or the state storage DB 11 (No in S36), the service information transmitting means 36 sends the information to the call center system 5. Instruct the user to re-enter the reference code.

  When the history information corresponding to the inquiry code is retrieved (Yes in S36), the service information transmitting means 36 returns a reception notification to the call center system 5 and prompts the call center system 5 to select an operator in charge (S37). The call center system 5 selects the operator in charge using the power distribution function and connects the telephone from the user (S38). When the responsible operator 6 requests the call center support system 1 to provide service information (S39), the service information providing means 37 of the call center support system 1 sends the service information and status information retrieved in S35 to the operator terminal 7. Output (S40). Note that the call center support system 1 may acquire information on the operator in charge selected by the call center system 5 and output status information or the like to the operator terminal 7 without waiting for a request from the operator.

  The present invention is not limited to the above-described embodiment, and various modifications, changes, and additions of part of the configuration are possible within the scope of the technical idea specified by the claims.

  For example, the present invention is not limited to Internet banking services, and can be applied to call centers for various online services.

In addition, the call center support function of the present invention can be integrated as part of a function of a call center system or a net banking system (service providing system).
In the former case, when receiving a support request from a customer, it is possible to retrieve the customer's service information by directly obtaining the inquiry code from the customer without using a separately installed call center support system. As a result, the processing at the time of inquiry reception becomes seamless, and a quick response and simplification of the system configuration can be expected.
In the latter case, when receiving an inquiry reservation from a customer terminal, it is possible to generate and register an inquiry code without using a separately installed call center support system. As a result, processing at the time of inquiry reservation becomes seamless, and a quick response and simplification of the system configuration can be expected.

  In addition, one or both of the call center system and the call center support system may be installed and managed in an external third-party organization outsourced from an online service provider (such as a financial institution). In this case, only necessary information is extracted from the service provider's customer information management system (contract DB, etc.), a dedicated DB is created and used by a third party, or a request from a third party Accordingly, it is preferable to provide only necessary data individually.

  Furthermore, in order to reduce the load on the system, it is preferable to limit the number of times of inquiry reservation by a person unit, a day unit, a month unit, a transaction unit, or the like.

1: Call center support system 2: User (customer)
4: Net banking system (service provision system)
5: Call center system 6: Operator 7: Operator terminal 10: Application server 11: State storage DB
13: Contract DB
14: Transaction information DB
15: Telephone inquiry history DB
16: Operation history DB
18: Reference code / various DB key correspondence table 19: Customer DB
30: Service information acquisition means 31: Numbering instruction reception means 32: Reference code generation means 33: Reference code registration means 34: Service information storage means 35: Reference code acquisition means 36: Service information transmission means 37: Service information provision means

Claims (10)

A system that supports a call center that accepts customer support requests for online services that operators provide to customers over a communications network,
Service information acquisition means for acquiring online service information used or desired by the customer from the service providing system for providing the online service, and storing the information in a storage device in association with the customer identification information;
Numbering instruction receiving means for acquiring customer identification information from the service providing system that has received an instruction for inquiry reservation from a customer terminal and receiving an instruction numbering instruction while providing an online service or after completion of the service;
Inquiry code generation means for generating an inquiry code according to the numbering instruction and transmitting it to the service providing system;
Identifying the customer service information from the storage device based on the acquired customer identification information, and storing the generated reference code in the storage device in association with the reference code registration means;
When a customer who has obtained a reference code through the service providing system presents this reference code and requests support from the call center, a reference code acquisition means for acquiring a customer reference code from the call center;
A call center support system, comprising: service information transmission means for retrieving customer service information from the storage device based on the acquired inquiry code and transmitting it to the call center. The operator is a financial institution;
The call center support system according to claim 1, wherein the online service is an internet banking service provided by a financial institution. The service information includes history information of a transaction screen displayed or desired to be displayed by a customer regarding the online service,
The call center support system according to claim 1, wherein the service information transmission unit transmits information of a transaction screen reproduced based on history information of a transaction screen retrieved from a storage device or reproducible information to a call center. .   When the service providing system receives a plurality of inquiry reservation instructions from the customer terminal during the provision of one service and / or during one communication session, the numbering instruction reception means receives each inquiry reservation. 2. The call center support system according to claim 1, wherein said instruction code generation means generates a different inquiry code for each inquiry reservation instruction. When the numbering instruction accepting unit accepts the inquiry code, at least a part of the service information stored in the storage device that may change may be associated with the generated inquiry code in the storage device. The call center support system according to claim 1, further comprising service information storage means for storing. The call center support system according to claim 5, further comprising service information providing means for providing a part of service information stored in a storage device by the service information storage means to a terminal of an operator belonging to the call center. . The online service includes a service in which a transaction deadline based on a customer designation or transaction type is set,
The service information acquisition means stores, in the storage device, service information including information indicating a transaction deadline when a transaction deadline is set for a service that a customer uses or desires to use. The call center support system according to claim 1. A method of assisting a call center that accepts a customer's support request for an online service provided to a customer through a communication network by a computer system,
Obtaining service information of an online service used or desired by a customer from the service providing system for providing the online service, and storing the service information in a storage device in association with the customer identification information;
Obtaining customer identification information from the service providing system that has received an inquiry reservation instruction from a customer terminal while providing an online service or accepting an inquiry code numbering instruction;
Generating a reference code according to the numbering instruction and sending it to a service providing system;
Identifying the customer service information from the storage device based on the acquired customer identification information, and associating and storing the generated inquiry code in the storage device;
When the customer who has obtained the inquiry code through the service providing system presents the inquiry code and requests support from the call center, obtains the customer inquiry code from the call center;
A call center support method comprising: retrieving customer service information from the storage device based on the obtained inquiry code and transmitting the service information to the call center. A call center system that accepts support requests from customers for online services provided by operators through a communication network,
Service information acquisition means for acquiring online service information used or desired by the customer from the service providing system for providing the online service, and storing the information in a storage device in association with the customer identification information;
Numbering instruction receiving means for acquiring customer identification information from the service providing system that has received an instruction for inquiry reservation from a customer terminal and receiving an instruction numbering instruction while providing an online service or after completion of the service;
Inquiry code generation means for generating an inquiry code according to the numbering instruction and transmitting it to the service providing system;
Inquiry code registration means for identifying the customer service information from the storage device based on the acquired customer identification information, and storing the generated inquiry code in the storage device in association with each other,
From a customer who has acquired a reference code through the service providing system, a support request receiving means for acquiring the reference code and receiving a support request;
A call center system comprising: service information search means for searching for customer service information from the storage device based on the acquired inquiry code. A system that supports a call center that accepts customer support requests for online services that operators provide to customers over a communications network,
Service information acquisition means for acquiring information on an online service that the customer is using or wants to use from the customer's communication terminal (customer terminal) and storing it in the storage device in association with the customer identification information;
Inquiry code generation for generating an inquiry code based on the customer identification information stored in the storage device and transmitting it to the customer terminal when an inquiry reservation instruction is received from the customer terminal while the online service is being provided or after the service is completed Means,
Identifying the customer service information from the storage device based on the acquired customer identification information, and storing the generated reference code in the storage device in association with the reference code registration means;
An inquiry code obtaining means for obtaining a customer inquiry code from the call center when the customer requests support from the call center by presenting the inquiry code;
A call center support system, comprising: service information transmission means for retrieving customer service information from the storage device based on the acquired inquiry code and transmitting it to the call center.

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