JP2013069240A - Web page guide program, web page response server, web page guide system and method for guiding web page - Google Patents

Abstract

PROBLEM TO BE SOLVED: To provide a Web page guide program and the like capable of responding on a Web page, just like a concierge, to various queries related to the Web page by controlling to transmit/receive a query and a response related to the Web page in a client terminal side, and controlling the response to the query related to the Web page in a server side.SOLUTION: A program operating in a client terminal disposes, when outputting a predetermined Web page, a field in which a query is input and a character icon representing a respondent on the Web page. Further, when a query is input in the query input field, the program transmits it to a Web server, and, when receiving a response specified by retrieving response DB, disposes the response at the position of a balloon from the character icon and outputs it on the Web page. When no response is specified by the retrieval of the response DB, the Web server switches the connection to an operator terminal and responds to the query.

Description

  The present invention relates to a web page guidance program provided in a client terminal for controlling transmission / reception of questions and answers concerning web pages, a web page response server for controlling responses to questions concerning web pages, a web page guidance program, and web page responses The present invention relates to a web page guidance system including a server, and a web page guidance method executed by a client terminal having a web page guidance program and a web page response server.

  In companies and the like, it is common to use a web page in order to inform customers about products and services that they provide. In order to prepare for a case where there is an item that a customer wants to ask about information posted on a Web page, a corner such as “Frequently Asked Questions” is provided on the Web page, and answers to general questions are often posted.

  In order to deal with a case that cannot be dealt with by such information alone, a question from a customer is accepted by telephone, e-mail, writing on a Web page, or the like, and an operator such as a call center responds individually. In order to respond to such questions individually, costs are required for system construction and staffing, so a mechanism for improving the efficiency of answering work is required.

  For such problems, for example, search the database for accepted questions and search for information that can be dealt with by the answers provided in the database (refer to Patent Document 1) that provides relevant answer reference information to respondents. An invention (see Patent Document 2) is disclosed in which only the questions that cannot be handled are output to the respondent.

JP 2003-044488 A JP 2004-013344 A

  In order for companies that provide Web pages to construct an answer system using the database as described above, each Web page must be in a format that allows questions to be input, answers to be output, and questions and answers to be sent and received. You have to create a page.

  In addition, as the use of the Web expands and Internet shopping becomes common, not only information provision means but also the connection with customers closer to the real world is required for Web pages of companies, etc. It has become. Under such circumstances, it is desirable to be able to respond to customer questions in a form that is close to real dialogue, such as a store clerk responding to a customer in a real store, rather than simply displaying database search results and operator answers. .

  Furthermore, in a site such as a shopping mall where Web pages provided by a plurality of companies, etc. gather, individual Web pages do not deal with customers in a disjointed form, but like a concierge that responds to customers in a real shopping mall In addition, it is desirable to be able to respond to customers with a unified image.

  The present invention has been made to cope with such problems, and controls the transmission and reception of questions and answers concerning web pages on the client terminal side and responses to questions concerning web pages on the server side. An object of the present invention is to provide a web page guidance program, a web page response server, a web page guidance system, and a web page guidance method capable of responding to questions about various web pages like a concierge on a web page. To do.

  An invention relating to a web page guidance program that solves the problem according to the present invention is a web page guidance program provided in a client terminal for controlling transmission / reception of questions and answers relating to a web page, the client terminal including the client terminal A web page receiving step for receiving the requested web page from the web server, and a question for the operator of the client terminal to input a question on the web page if the web page corresponds to a predetermined web page A Web page output step of arranging an input field and outputting it to the display of the client terminal, a question receiving step of receiving a question input in the question input field, and the question for answering the Web server or question Predetermined We A question transmitting step for transmitting to a Web page response server as a server, an answer receiving step for receiving an answer to the question from the Web page response server, and arranging the answer as an answer to the question on the Web page, An answer output step of outputting to the display of the client terminal is executed. The web page guidance program according to the present invention arranges an icon representing an answerer of the question on the web page in the web page output step or the answer output step, and outputs the icon on the display of the client terminal. This may be a feature.

  In the present invention, a program that runs on a client terminal arranges a field for inputting a question on a Web page when a predetermined Web page is output, and executes a process of outputting an answer to the question, thereby individually This web page can be provided as a web page that can respond to a question without creating a web page corresponding to the question or answer. In addition, if an icon representing an answerer is arranged on the Web page, it becomes possible to answer the question as if the concierge corresponds to the Web page.

  The Web page guidance program according to the present invention receives a hold notification for receiving a hold notification for notifying the client terminal that a response to the question is put on hold from the Web server that has sent the question, and receives the hold notification. Then, a message for holding the answer may be arranged on the Web page, and a holding message output step for outputting the message to the display of the client terminal may be executed. In this case, an answer reception step of receiving an answer to the question that has received the hold notification from the Web server that has sent the question to the client terminal, and a message indicating that the answer has been received are displayed on the display of the client terminal. An answer reception message output step for outputting, and an answer output step for outputting the answer to the display of the client terminal as an answer to the question when a predetermined operation is performed on the message. Or an answer notification receiving step for receiving an answer notification indicating that an answer to the question for which the hold notification has been received is stored in a predetermined answer storage means in the client terminal; and an answer to the question is possible. A message indicating that the client terminal An answerable message output step for outputting to the display; an answer reading step for reading the answer from the answer storage means when a predetermined operation is performed on the message; and the answer as the answer to the question. An answer output step of outputting to the display may be executed.

  In this way, in the server that answers the question, if there is no appropriate answer in the database search, or if the answer to the question cannot be made immediately because there is no available operator, the client terminal holds it. By outputting a message, it is possible to inform the questioner of the situation where the answer cannot be made promptly. After the answer is prepared by the respondent, the client terminal can immediately receive the answer, temporarily store the answer, wait for the questioner to output it, and save the answer on the server It is also possible to receive only a message indicating that an answer can be made in this state at the client terminal and read out the answer stored by the questioner's operation.

  The Web page guidance program according to the present invention sends a switching approval request for requesting the client terminal to switch to communication with an operator terminal operated by an operator for responding to the question from the Web server that has transmitted the question. A switching approval request receiving step to be received, an approval selection button for selecting whether or not to switch to communication with the operator terminal when the switching approval request is received, or whether or not to switch to communication with the operator terminal is inquired An approval selection request output step of placing a message on the Web page and outputting the message to the display of the client terminal may be executed.

  In this way, in the server that answers a question, if it is necessary for the operator to respond because the database search does not have an appropriate answer, etc. However, it is possible to abort the process at this point for the questioner who is rather troublesome to interact with the operator.

  In the Web page guidance program according to the present invention, in the Web page output step, whether or not the Web page corresponds to a predetermined Web page, a Web page list stored in the client terminal, or a predetermined Web page management The determination may be made by comparing with a Web page list stored in the server. In the web page guidance program according to the present invention, in the web page output step, a script for starting or controlling the web page guidance program is embedded in the web page corresponding to the predetermined web page, and the predetermined web page The Web page output step may be executed only when it corresponds to a page.

  According to any one of these methods, it is easy to determine whether the Web page called at the client terminal corresponds to a predetermined Web page that can respond to a question about the Web page by the Web page guidance program according to the present invention. It becomes possible to determine.

  An invention related to a Web page response server that solves the problem according to the present invention is a Web page response server that controls a response to a question related to a Web page, and is a general question related to a Web page and a corresponding answer. Answer information storage means for storing in association and a question for the operator of the client terminal to input a question on the Web page when the Web page output on the display of the client terminal corresponds to a predetermined Web page A question receiving means for receiving, from the client terminal, a question for which an input to the question input field has been received by a program provided in the client terminal for arranging an input field, and an answer corresponding to the question, Answer specifying means for searching and specifying the answer information storing means; Reply transmission to be sent to the client terminal for the answer specified by the specifying means to be arranged on the Web page as an answer to the question by the program provided in the client terminal and to be output on the display of the client terminal A web page response server.

  In the present invention, a field for inputting a question when outputting a predetermined Web page, which operates on a client terminal, is arranged on the Web page and corresponds to a program for executing a process of outputting an answer to a question. On the server side, by providing a configuration that searches for a combination of questions and answers prepared in advance and identifies the answers, it is possible to answer questions without creating individual Web pages so that questions can be input and answers can be output. It can be provided as a web page that can respond.

  The Web page response server according to the present invention responds to the question with a question reception notification for notifying that the question or the question has been received when an answer corresponding to the question cannot be specified by the answer specifying unit. It is good also as providing the question transmission means which transmits to the operator terminal which an operator of this operates. In addition, the Web page response server according to the present invention transmits, to the client terminal, a hold notification notifying that the answer to the question is put on hold when the answer specifying unit cannot specify the answer corresponding to the question. A hold notification transmission unit may be provided.

  By configuring in this way, even when a combination of a prepared question and answer is searched and an appropriate answer cannot be specified, the question is answered by notifying the operator that the question or question has been received and responding to the operator. It becomes possible to respond to the person. In this case, if the hold notification is transmitted to the client terminal, the questioner can grasp the current situation even when the operator takes time to respond.

  The Web page response server according to the present invention requests an approval to switch to communication with an operator terminal operated by an operator for responding to the question when the answer corresponding to the question cannot be specified by the answer specifying means. A switching approval request transmitting means for transmitting a switching approval request to the client terminal; and receiving an approval from an operator of the client terminal for the switching approval request from the client terminal, the fact that the question or the question has been received. Question sending means for sending a question reception notice to be sent to the operator terminal may be provided.

  With this configuration, even if it is not possible to identify an appropriate answer by searching for a combination of questions and answers prepared in advance, the operator can respond to the questioner and ask the questioner for approval. If this is the case, it is possible to abort the process at this point for the questioner who does not necessarily want the answer and is troublesome to exchange with the operator.

  The present invention can also be specified as a web page guidance system including the web page guidance program according to the present invention and the web page response server according to the present invention.

That is, a web page guidance system according to the present invention includes a web page guidance program provided in a client terminal for controlling transmission / reception of questions and answers concerning web pages, and a web page response server that controls responses to questions concerning web pages. The web page guidance system comprises: a web page receiving step for receiving, from the web server, a web page requested by the client terminal to the client terminal; and the web page is a predetermined web page. If this is the case, a web page output step for placing a question input field for an operator of the client terminal to input a question on the web page and outputting it to the display of the client terminal; A question receiving step for receiving a question inputted in a field, a question sending step for sending the question to the web server or a web page response server which is a predetermined web server for answering the question, and an answer to the question An answer receiving step received from the web page response server; and an answer output step of placing the answer on the web page as an answer to the question and outputting the answer on the display of the client terminal, and executing the web page The response server includes a response information storage unit that stores a general question related to a Web page and an answer corresponding to the general question, and a question that has been input to the question input field by the Web page guidance program. Question receiving means for receiving from the client terminal Answer specifying means for searching and specifying the answer corresponding to the question by searching the answer information storage means; and answer sending means for sending the answer specified by the answer specifying means to the client terminal. This is a featured Web page guidance system.

  The web page guidance system according to the present invention is specified as a web page guidance system corresponding to each aspect of the web page guidance program according to the present invention and the web page response server according to the present invention described above. You can also.

  The present invention can also be specified as a web page guidance method executed by a client terminal equipped with the web page guidance program according to the present invention and a web page response server according to the present invention.

  That is, the web page guidance method according to the present invention is a web page guidance method executed by a client terminal and a web page response server that controls a response to a question about the web page. A Web page receiving step of receiving a page from a Web server, and for the client terminal to input a question on the Web page when the Web page corresponds to a predetermined Web page. A Web page output step for arranging a question input field and outputting it to the display of the client terminal, a question receiving step for the client terminal to accept a question input to the question input field, and the client terminal for the question The Web server Alternatively, a question transmission step for transmitting to a Web page response server which is a predetermined Web server for answering a question, and the Web page response server receives the question transmitted in the question transmission step from the client terminal. The question receiving step, and the Web page response server searches and specifies an answer information storage means for storing an answer corresponding to the question in association with a general question related to the Web page and an answer corresponding thereto. An answer specifying step; an answer sending step in which the Web page response server sends the answer specified in the answer specifying step to the client terminal; and an answer sent by the client terminal in the answer sending step. A response receiving step received from the Web page response server; and the client terminal But wherein arranged on a Web page the answer as an answer for the question is a guiding method of a Web page and having a a reply output step of outputting to a display of the client terminal.

  The web page guidance method according to the present invention is specified as the web page guidance method corresponding to each aspect of the web page guidance program according to the present invention and the web page response server according to the present invention described above. You can also

  According to the present invention, companies that provide various information through Web pages do not create individual Web pages so that they can input questions and output answers, so that the concierge can respond to questions. It can be provided as a web page that can respond.

  Moreover, if the present invention is applied to a shopping mall on the Web linked to Web pages of a plurality of companies, etc., a concierge with a sense of unity among the plurality of Web pages will appear and respond to customers. Is possible.

It is a figure which shows the outline | summary of embodiment of the web page guidance system concerning this invention. It is a block diagram which shows the structure of the web page guidance system concerning this invention. It is a 1st figure which shows the flow which responds to a customer's question by the web page guidance system concerning this invention. It is a 2nd figure which shows the flow which responds to a customer's question by the web page guidance system concerning this invention. It is a 3rd figure which shows the flow which responds to a customer's question by the web page guidance system concerning this invention. It is a 4th figure which shows the flow which responds to a customer's question by the web page guidance system concerning this invention. It is a 5th figure which shows the flow which responds to a customer's question by the Web page guidance system concerning this invention. It is a 6th figure which shows the flow which responds to a customer's question by the Web page guidance system concerning this invention. It is a 7th figure which shows the flow which responds to a customer's question by the Web page guidance system concerning this invention. It is an 8th figure which shows the flow which responds to a customer's question by the Web page guidance system concerning this invention. It is a 9th figure which shows the flow which responds to a customer's question by the web page guidance system concerning this invention. It is a 10th figure which shows the flow which responds to a customer's question by the Web page guidance system concerning this invention. It is a flowchart which shows the processing flow by the web page guidance program concerning this invention. It is a flowchart which shows the processing flow by the web page response server concerning this invention.

  Embodiments for carrying out the present invention will be described below in detail with reference to the drawings. The following description shows an example of an embodiment of the present invention, and the present invention is not limited to such an embodiment.

  FIG. 1 shows an outline of an embodiment of a Web page guidance system according to the present invention. In FIG. 1, when a request is transmitted from a client terminal to a Web server to call a Web page, a question input field for inputting a question on the Web page by the Web page guidance program according to the present invention provided in the client terminal. A character icon representing the respondent is arranged and output to the display of the client terminal. As a result, it appears as if a concierge that guides the web page appears on the called web page, and if there is a question about the web page, it can be entered in the question input field and transmitted to the web server. .

  When a question is input in the question input field and transmitted to the Web server, the Web server searches a response database in which a general question and an answer to this are associated and stored, and an answer corresponding to the received question is specified. , This is returned to the client terminal. In the client terminal that has received the answer, the received answer is embedded in a form such as a balloon from a character icon representing the respondent on the Web page by the Web page guidance program, and is output to the display of the client terminal.

  On the other hand, if the answer to the question cannot be identified because the answer corresponding to the received question does not hit or there are multiple answers, the received question is stored in the database so that the operator can respond to the question individually. And a notification requesting the operator to respond to the question is transmitted to the terminal operated by the operator. When an answer is sent from the operator to the client terminal, the client terminal embeds the received answer in a form such as a balloon from a character icon representing the respondent on the Web page by the Web page guidance program after a predetermined operation. Is output to the display of the client terminal.

  The arrangement of the question input field and the like on the Web page by the Web page guidance program is executed only for a predetermined Web page for which a response database is prepared. A Web concierge server may be used to determine whether a Web page opened on the client terminal corresponds to a predetermined Web page. Details of the operation will be described later.

  FIG. 2 shows the configuration of a Web page guidance system according to the present invention. The web page guidance program according to the present invention corresponds to the web concierge program 12 provided in the client terminal 10, and the web page response server according to the present invention corresponds to a part of the functions of the web server 30. Configure the page guidance system.

  As the client terminal 10, a network terminal that can be connected to the Internet, such as a tablet terminal or a smartphone, can be used in addition to a personal computer. The client terminal 10 includes an auxiliary storage device such as a CPU, a main memory, and a hard disk. The auxiliary storage device stores at least a web browser 11 and a web concierge program 12. The Web browser 11 and the Web concierge program 12 have predetermined functions realized by reading these programs into the main memory and executing arithmetic processing by the CPU.

  The web concierge server 20 is a server computer connected to the Internet. Predetermined communication with the client terminal 10 such as inquiry and update of the Web page list is performed.

  The Web server 30 is a server computer connected to the Internet that transmits a Web page in response to a request from the client terminal 10. The Web server 30 includes an auxiliary storage device such as a CPU, a main memory, and a hard disk. A program stored in the auxiliary storage device is read into the main memory, and a predetermined function is executed by the CPU executing an arithmetic process. Is realized.

  The Web page transmission unit 31 and the response control unit 32 are functionally specified. Each program stored in an auxiliary storage device such as a hard disk is read into the main memory, and the arithmetic processing is executed by the CPU. A function corresponding to is realized. A storage area of an auxiliary storage device such as a hard disk is allocated to each of the Web page storage unit 33, the response information storage unit 34, and the question information storage unit 35.

  When the Web page transmission unit 31 receives a request for a Web page with a URL specified by starting the Web browser 11 on the client terminal 10, the Web page transmission unit 31 receives an HTML file or the like of the corresponding Web page from the Web page storage unit 33. The file is read and transmitted to the client terminal 10. In the client terminal 10 that receives this, a question input field or the like is arranged on the Web page by the Web concierge program 12 and is output to the display.

  When the response control unit 32 receives a question input to the question input field on the Web page transmitted by the Web concierge program 12 at the client terminal 10, the response information stored in association with the general question and the corresponding answer is received. When the storage unit 34 is searched and an answer to the question is specified, the specified answer is transmitted to the client terminal 10. If no answer is specified, an unanswered question is written in the question information storage unit 35, and a notification requesting a response to the question is sent to the operator terminal 40.

  The physical configuration of the computer constituting the Web server 30 is not particularly limited, and one computer may be provided with these functions, or may be composed of two or more computers. There may be. For example, the web page transmission unit 31 and the web page storage unit 33 related to the function of transmitting a web page are provided in one computer, and the response control unit 32 and the response information storage unit 34 and the question information storage unit 35 that respond to a question about the web page are provided. It may be provided in another computer and the Web server 30 may be configured by two computers.

  The operator terminal 40 is a computer configured to receive a notification from the Web server, read an unanswered question stored in the question information storage unit 35, and communicate with the client terminal 10. The configuration is not particularly limited. In order to exchange questions and answers with the client terminal 10, general means such as chat may be used, and data exchange may be performed directly between terminals, or on a server such as the Web server 30. It may be relayed.

  On the premise of the above configuration, the flow of questions and answers regarding the Web page in the present invention will be described using the flowcharts of FIGS. 3-12 and FIGS. FIG. 13 shows the processing flow of the Web concierge program 12 in the client terminal 10, and FIG. 14 shows the processing flow of the response control unit 32 in the Web server 30.

  When the operator of the client terminal 10 starts the Web browser 11 and browses a Web page, the Web concierge program 12 is started under a predetermined condition. The conditions for starting the Web concierge program 12 are not particularly limited. For example, the Web concierge program 12 may be started together with the Web browser 11 as an add-in of the Web browser 11, or a predetermined Web page (shopping mall or the like) may be started. It may be activated when the web concierge server 20 is accessed for calling or when login to a predetermined web page is approved.

  Here, as shown in FIG. 3, at the client terminal 10 in which the Web browser 11 is opened, a new Web is received from the Web server 30 by an operation such as selection of a link or bookmark associated with the URL or direct input of the URL. Call the page. In the Web server 30, the Web page transmission unit 31 is activated, reads a file such as an HTML file corresponding to the Web page specified in the URL from the Web page storage unit 33, and transmits it to the client terminal 10.

  When the client terminal 10 receives a file for outputting a Web page, such as an HTML file, from the Web server 30 (S01 in FIG. 13), the Web page determines whether the received Web page corresponds to a Web page displaying a concierge. It confirms by collating with a list | wrist (S02 of FIG. 13). That is, if the received Web page is included in the Web page list, processing (S03 to S04, S06 to S15 in FIG. 13) related to concierge display or the like is executed, and if it is not included in the Web page list, The web page is output as it is by the web browser 11 (S05 in FIG. 13), and the processing by the web concierge program 12 is terminated.

  The web page list used here may be stored in the web concierge server 20, and when the client terminal 10 receives the web page from the web server 30, the web concierge server 20 may be inquired. The web page list stored in the client terminal 10 may be updated from the web concierge server 20 at any time as compared with the web page list stored in advance.

  Further, it is possible to determine whether the web page received from the web server 30 corresponds to the web page displaying the concierge without using the web page list. For example, a script for starting or controlling the Web concierge program 12 is embedded in a file such as an HTML file of a Web page to be displayed by the concierge, and the client terminal 10 executes the Web concierge program 12 only when such a file is received. It may be set to execute the processing related to the display of the concierge or the like (S03 to S04, S06 to S15 in FIG. 13).

  When a web page that has received a file such as an HTML file from the web server 30 is a web page to be displayed as a concierge, a question input field in which an operator of the client terminal 10 can input a question about the web page on the web page Then, a character icon representing a concierge responding to a question about the Web page is arranged (S03 in FIG. 13), and the Web page is output to the display as shown in FIG. 4 (S04 in FIG. 13).

  Here, the shape of the character icon arranged on the Web page is not particularly limited, and an image of an arbitrary character can be used. The image file used for the character image may be an image file embedded in the Web concierge program 12 stored in the client terminal 10 or may be received from the Web concierge server 20 or the Web server 30. For example, when an image file corresponding to a Web page is received when a Web page is called from the Web server 30, a different character icon can be used depending on the Web page.

  In addition to displaying the character image, it is also possible to display a message such as “Come on. Welcome to the shop.” Furthermore, the character icon is not limited to the concierge responding to the question, and a character icon indicating the operator who makes the question may be arranged on the Web page. In this case, it is preferable that the character icon indicating the operator himself is arranged so as to overlap with or close to the question input field.

  Note that, for the Web page that is the display target of the concierge transmitted by the Web server 30 here, as shown in FIG. 4, the response information that associates the general question and answer regarding each Web page is the Web server 30. Is stored in the response information storage unit 34.

  The Web concierge program 12 monitors the question input field of the Web page displayed on the display (S06 in FIG. 13), and when it is detected that a question has been input, it is input as shown in FIG. The transmitted question is transmitted to the Web server 30 (S07 in FIG. 13). In the Web server 30 that has received the question (S21 in FIG. 14), the response control unit 32 is activated to search whether there is an answer corresponding to the question whose input is received in the response information storage unit 34 (S22 in FIG. 14). ). In addition, the identification method of the question stored as response information in the response information storage part 34 corresponding to the question received at this time is not specifically limited. When searching, it does not necessarily require that the question texts match completely. If the question is an approximate question based on predetermined logic such as language analysis, keyword matching, or partial matching of the question text, etc. It may be specified as a corresponding question.

  If there is an answer corresponding to the response information storage unit 34 and an answer is possible by search (S23 in FIG. 14), the answer specified by the search is sent to the client terminal 10 as shown in FIG. It is transmitted (S24 in FIG. 14). Upon receiving this (S08 in FIG. 13), the client terminal 10 places the answer on the Web page displayed on the display and outputs it on the Web page (S13 in FIG. 13). Although the position where the answer is arranged is not particularly limited, for example, it is preferable to display it as a balloon from a concierge character icon.

  On the other hand, in the Web server 30, there is no answer corresponding to the response information storage unit 34, or there are a plurality of applicable answers because it is a complicated question. If this is not possible (S23 in FIG. 14), switching to a response by the operator is performed. Specifically, as shown in FIG. 7, the received question is written into the question information storage unit 35 (S25 in FIG. 14), and a notification requesting the operator to respond to the question is transmitted to the operator terminal 40. (S26 in FIG. 14).

  When the operator who has received the notification is on standby and can respond to the question (S27 in FIG. 14), the client terminal 10 and the operator terminal 40 can communicate with each other by chat or the like. The connection between the two is established (S28 in FIG. 14). The method for establishing the connection between the two is not particularly limited. For example, the operator terminal 40 may be notified of information necessary for direct communication with the client terminal 10, such as the IP address of the client terminal 10. Alternatively, the response control unit 32 may be configured to relay so that the question and answer written in the Web server 30 are read from both sides and communicated.

  When the connection between the client terminal 10 and the operator terminal 40 is established, as shown in FIG. 8, the operator terminal 40 accesses the question information storage unit 35 to confirm the question, and transmits an answer to the question. . Upon receiving this, the client terminal 10 places the answer on the Web page displayed on the display and outputs it on the Web page, as in FIG. 6 (S13 in FIG. 13).

  After the answer is output to the client terminal 10, if a question is further input to the answer, the question input in the question input field is transmitted to the operator terminal 40 in a state connected to the operator terminal 40. As shown in FIG. 9, when the client terminal 10 and the operator terminal 40 are connected, the question and the answer may be communicated with each other, but the answer from the operator terminal 40 is once received. After that, returning to the state of FIG. 5, when a new question is input, the search may be started from the response information storage unit 34.

  When the operator who has received the notification is not waiting and cannot immediately respond to the question (S27 in FIG. 14), as shown in FIG. 10, the question information is written (S25 in FIG. 14), and the operator terminal Along with the notification to S40 (S26 in FIG. 14), a suspension notification is sent to the client terminal 10 informing that the answer to the question is suspended (S29 in FIG. 14).

  In this case, since the client terminal 10 receives the hold notification instead of the answer to the question, the hold message is arranged on the Web page displayed on the display as shown in the example of FIG. The data is output on the page (S09 in FIG. 13). The position where the hold message is arranged is not particularly limited, but for example, it is preferable to display it as a balloon from a concierge character icon.

  After outputting the hold message, the Web concierge program 12 monitors the reception of the response from the operator terminal 40 (S10 in FIG. 13), and when detecting that the response has been received, as shown in FIG. A message indicating that there is a message pops up on the display (S11 in FIG. 13). Note that the pop-up of the message indicating that there has been an answer may be executed even when another Web page is open on the client terminal 10 while waiting for an answer. Then, the operator of the client terminal 10 can wait for the answer to the question while performing other operations. Therefore, compared with a call center using a telephone that has to wait while holding the handset when it is congested. Thus, the stress on the questioner can be reduced.

  As shown in FIG. 11, the operator terminal 40 that makes an answer accesses the question information storage unit 35 from the operator terminal 40 when the operator can answer, and reads and answers the written questions in order. And it is sufficient. The method of receiving the question is not limited to such a method. When the notification requesting the operator to respond to the question is transmitted from the Web server 30 to the operator terminal 40, the question may be transmitted together. Good.

  When it is detected that a predetermined operation such as clicking on the message is performed in the client terminal 10 in which a message indicating that there has been an answer has been popped up, as shown in FIG. 12 (S12 in FIG. 13), Similar to the case of FIG. 6, the answer is arranged on the Web page displayed on the display and is output on the Web page (S13 in FIG. 13).

  Here, the response to be output on the Web page is a predetermined operation such as temporarily storing the response received from the operator terminal 40 in the main memory or the like when outputting a message indicating that there is a response, and clicking the message. When this is done, it may be read and output.

  Alternatively, the operator's answer is stored in a predetermined storage area such as the Web server 30, and only the notification indicating that the answer is prepared is transmitted from the operator terminal 40 to the client terminal 10. When a predetermined operation such as clicking on the message is popped up on the display and a message indicating that the answer is received is accessed, a predetermined storage area such as the Web server 30 is accessed, and the response is read and output. It is good as well.

  In the above description, if the Web server 30 cannot identify one answer by searching the response information storage unit 34, it automatically responds to a response by the operator (including a response after suspension). Although the switching is performed, the operator of the client terminal 10 who has made the question may not have asked an important question so that the operator can respond individually. Therefore, only when the client terminal 10 is requested to approve an operation for switching to a response and the client terminal 10 confirms that the approval operation has been accepted before proceeding to the state of FIG. 7 or FIG. The operator may perform a response switching process (S25 to S29 in FIG. 14).

  For the approval operation at the client terminal 10, for example, a switching approval request for requesting approval for switching to communication with an operator terminal operated by an operator for responding to a question is transmitted from the Web server 30, and the client that has received this request A selection button for selecting whether to approve the terminal 10 is output on the display, and a predetermined operation on the selection button may be recognized as an approval operation. Alternatively, the client terminal 10 that has received the switching approval request outputs a message asking the operator whether or not the switching to the response is approved (such as “Are you sure you want to switch to the person in charge”)? On the other hand, an answer written in the question input field by the operator of the client terminal 10 is sent back to the Web server 30, and the response control unit 32 interprets the contents of the answer (if yes, approve it; It may be determined whether or not an approval operation has been performed.

  The Web concierge program 12 performs the above processing in the client terminal 10, but when an operation defined as the end processing of the Web concierge program 12, such as closing the Web browser 11 or logging out from a predetermined Web page, is executed ( In S14 of FIG. 13, the processing by the Web concierge program 12 ends.

  If the Web page output by the Web browser 11 changes before such operation is executed (S15 in FIG. 13), the same processing (FIG. 13) is performed on the newly called Web page. S01 to S13) are executed. Until the Web page changes, monitoring of the question input field arranged on the Web page (S06 in FIG. 13) is continued.

DESCRIPTION OF SYMBOLS 10 Client terminal 11 Web browser 12 Web concierge program 20 Web concierge server 30 Web server 31 Web page transmission part 32 Response control part 33 Web page storage part 34 Response information storage part 35 Question information storage part 40 Operator terminal

Claims (14)

A web page guidance program provided in a client terminal for controlling transmission / reception of questions and answers related to a web page, the client terminal including:
A web page receiving step of receiving a web page requested by the client terminal from a web server;
When the web page corresponds to a predetermined web page, a question input field for an operator of the client terminal to input a question is arranged on the web page and output to the display of the client terminal An output step;
A question acceptance step for accepting a question entered in the question entry field;
A question transmission step of transmitting the question to the web server or a web page response server which is a predetermined web server for answering the question;
An answer reception step of receiving an answer to the question from the Web page response server;
An answer output step of placing the answer on the web page as an answer to the question and outputting the answer to the display of the client terminal;
Web page guide program characterized by causing The said Web page output step or the said answer output step arrange | positions the icon showing the answerer of the said question on the said Web page, and outputs it to the display of the said client terminal. Web page guidance program. In the client terminal,
A hold notification receiving step of receiving a hold notification for notifying that the answer to the question is put on hold from the Web server that sent the question;
A hold message output step for placing a message on the web page when the hold notification is received and outputting the message to the display of the client terminal;
The Web page guidance program according to claim 1 or 2, wherein the Web page guidance program is executed. In the client terminal,
An answer receiving step of receiving an answer to the question that received the hold notification from the Web server that sent the question;
A reply reception message output step of outputting a message indicating that the reply has been received to the display of the client terminal;
When a predetermined operation is performed on the message, an answer output step of outputting the answer to the display of the client terminal as an answer to the question;
The Web page guidance program according to claim 3, wherein: In the client terminal,
An answer notification receiving step of receiving an answer notification indicating that an answer to the question that has received the hold notification is stored in a predetermined answer storage means;
An answerable message output step of outputting a message indicating that an answer to the question is possible on the display of the client terminal;
When a predetermined operation is performed on the message, an answer reading step of reading the answer from the answer storage means;
An answer output step of outputting the answer as an answer to the question on the display of the client terminal;
The Web page guidance program according to claim 3, wherein: In the client terminal,
A switching approval request receiving step for receiving a switching approval request for approval for switching to communication with an operator terminal operated by an operator for responding to the question from the Web server that transmitted the question;
When receiving the switching approval request, an approval selection button for selecting whether or not to switch to communication with the operator terminal or a message asking whether or not to switch to communication with the operator terminal is arranged on the Web page. An approval selection request output step for outputting to the display of the client terminal,
6. The Web page guidance program according to claim 1, wherein: In the Web page output step, whether or not the Web page corresponds to a predetermined Web page is determined based on a Web page list stored in the client terminal or a Web page list stored in a predetermined Web page management server. The Web page guidance program according to any one of claims 1 to 6, wherein the determination is made by collation. In the Web page output step, a Web page corresponding to the predetermined Web page is embedded with a script for starting or controlling the Web page guidance program, and only when the Web page corresponds to the predetermined Web page 7. The web page guidance program according to claim 1, wherein an output step is executed. A web page response server that controls a response to a question about a web page,
Answer information storage means for associating and storing a general question related to a web page and an answer corresponding thereto,
If the Web page output on the display of the client terminal corresponds to a predetermined Web page, a question input field for the operator of the client terminal to input a question is arranged on the Web page. A question receiving means for receiving, from the client terminal, a question for which input to the question input field has been received by the provided program;
An answer specifying means for searching the answer information storage means to specify an answer corresponding to the question;
The answer specified by the answer specifying means is transmitted to the client terminal to be arranged on the Web page as an answer to the question and output on the display of the client terminal by the program provided in the client terminal Reply sending means;
A web page response server comprising: When an answer corresponding to the question cannot be specified by the answer specifying means, a question reception notification notifying that the question or the question has been received is transmitted to an operator terminal operated by an operator corresponding to the question. The web page response server according to claim 9, further comprising a question transmission unit. The said response specific | specification means is provided with the hold notification transmission means which transmits the hold notification which notifies that the answer with respect to the said question is hold | maintained when the answer corresponding to the said question cannot be specified. Item 11. The web page response server according to item 9 or 10. When the answer corresponding to the question cannot be specified by the answer specifying means, a switching approval request for requesting approval for switching to communication with an operator terminal operated by the operator for responding to the question is transmitted to the client terminal Switching approval request transmitting means for performing,
When receiving approval from an operator of the client terminal for the switching approval request from the client terminal, a question transmission means for transmitting the question or a question reception notification for notifying that the question has been received to the operator terminal;
The web page response server according to claim 9, further comprising: A web page guidance system comprising a web page guidance program provided in a client terminal for controlling transmission / reception of questions and answers concerning web pages, and a web page response server for controlling responses to questions concerning web pages,
The Web page guidance program is sent to the client terminal.
A web page receiving step of receiving a web page requested by the client terminal from a web server;
When the web page corresponds to a predetermined web page, a question input field for an operator of the client terminal to input a question is arranged on the web page and output to the display of the client terminal An output step;
A question acceptance step for accepting a question entered in the question entry field;
A question transmission step of transmitting the question to the web server or a web page response server which is a predetermined web server for answering the question;
An answer reception step of receiving an answer to the question from the Web page response server;
Placing the answer on the web page as an answer to the question and outputting the answer on the display of the client terminal;
The web page response server
Answer information storage means for associating and storing a general question related to a web page and an answer corresponding thereto,
Question receiving means for receiving from the client terminal a question for which input to the question input field has been accepted by the Web page guidance program;
An answer specifying means for searching the answer information storage means to specify an answer corresponding to the question;
A web page guidance system comprising: answer sending means for sending the answer specified by the answer specifying means to the client terminal. A web page guidance method executed by a client terminal and a web page response server that controls a response to a question about a web page,
A web page receiving step in which the client terminal receives a web page from a web server;
The client terminal arranges a question input field for an operator of the client terminal to input a question on the Web page when the Web page corresponds to a predetermined Web page, and displays the client terminal. Web page output step for outputting to
A question accepting step in which the client terminal accepts a question entered in the question entry field;
A question sending step in which the client terminal sends the question to the web server or a web page response server which is a predetermined web server for answering the question;
A question receiving step in which the web page response server receives the question transmitted in the question transmitting step from the client terminal;
An answer specifying step in which the Web page response server searches and specifies an answer information storage means for storing an answer corresponding to the question in association with a general question related to the Web page and an answer corresponding thereto;
An answer sending step in which the web page response server sends the answer specified in the answer specifying step to the client terminal;
An answer receiving step in which the client terminal receives the answer sent in the answer sending step from the Web page response server;
An answer output step in which the client terminal arranges the answer as an answer to the question on the Web page and outputs the answer to the display of the client terminal;
A web page guiding method characterized by comprising: