JP2013131847A - Address information transmission device, method and program - Google Patents

Abstract

PROBLEM TO BE SOLVED: To link users on the IVR processing side with those on the website side.SOLUTION: In an address information transmission system 1, a user ID generation unit 12 acquires the terminal telephone number of a user terminal 40 included in an incoming call from a connection processing unit 21 which accepted the incoming call from the user terminal 40, and generates a user ID to identify the user terminal on the basis of the acquired terminal telephone number. An address information generation unit 13 adds the user ID to first address information to generate second address information which is needed for the user terminal to access a website, and then transmits the second address information to the user terminal 40 by means of an electronic message.

Description

  The present invention relates to an address information transmission technique for notifying an address information related to a guidance destination website to the user terminal when an incoming call from the user terminal is handled by an IVR processing system.

  In a telephone-compatible system such as a call center where an operator receives an incoming call from a user via a telephone network and performs a call-response operation for the user, an IVR (Interactive Voice Response) that automatically responds to the incoming call and transmits voice guidance to the user terminal. : Automatic voice response) When a processing system is introduced and the number of incoming calls exceeds the number that can be accepted from the user terminal, the voice guidance is sent to the user terminal by automatically responding to the excess incoming calls, that is, overflow calls. Notification is made to prompt the user to wait for the operator's turn.

  In such a response by the IVR processing system, there is a case where the user disconnects from the IVR processing system by disconnecting the call without waiting for the order when waiting for the order. For this reason, when the user terminal can use an electronic message function such as SMS, a method for guiding the user to the related website by transmitting address information such as a URL related to the website related to the call center to the user terminal by an electronic message. Can be considered.

  Conventionally, as a technique for notifying the user terminal of the address information of such a website, a designation code transmitted from the user terminal is automatically received in response to an incoming call from the user terminal, and a URL corresponding to the designation code is received. A technique for notifying a user terminal by an electronic message such as e-mail using a telephone number of the user terminal has been proposed (see, for example, Patent Document 1).

  Therefore, by using such a conventional technique, it is possible to automatically transmit address information such as a URL related to a related website to a user terminal of an overflow call waiting for a turn in the IVR processing system. As a result, as an alternative to the operator at the call center, a user who can disconnect the call without waiting for the turn can be guided to a website related to the call center, and the service to the user can be improved.

JP 2004-221941 A

  With such address information transmission technology, it is possible to automatically transmit the address information of the website to be guided to the user terminal to the user terminal that has caused an overflow call in the IVR processing system. However, not all users actually access and browse the guidance destination website based on the notified address information. In addition, it is impossible to grasp whether the user who has led to the website has completed the procedure such as application intended by the service provider.

  Accordingly, in order to further improve the quality of the service provided on the guidance destination website to the user who has overflowed and reduce the opportunity loss due to the mismatch between the intention of the service provider and the user behavior, the IVR processing system It is important to analyze in detail the user behavior after automatic response.

Here, since each access to the website is recorded as log information in the server of the website, if the access included in this log information is classified for each user, the behavior of each user who browsed the website History can be extracted.
At this time, since the website is connected to the user terminal via the communication network, in the log information, the user who accesses the website is identified by the terminal ID of the user terminal and the terminal network address instead of the telephone number of the user terminal. Is done.

On the other hand, since the IVR processing system is connected to the user terminal via the telephone network, the user is identified by the telephone number of the user terminal.
Therefore, in order to extract the action history in the guidance destination website regarding the user who has overflowed in the IVR processing system, it is necessary to associate the user on the IVR processing system side with the user on the website side.

  However, according to the prior art, the address information of the guidance destination website can be automatically transmitted to the user terminal, but the user on the IVR processing system side and the user on the website side cannot be linked. For this reason, it is not possible to extract the action history regarding the user who has overflowed in the IVR processing system from the log information of the guidance destination website. As a result, the user action after the automatic response in the IVR processing system is detailed. There was a problem that it could not be analyzed.

  The present invention is to solve such problems. When the address information is transmitted to the user terminal to guide the user from the IVR processing system to the destination website, the user on the IVR processing system side and the website side It is an object of the present invention to provide an address information transmission technique that can be associated with other users.

  In order to achieve such an object, an address information transmission system according to the present invention is an address information transmission system for transmitting address information of a website to a user terminal, and stores first address information of the website. A storage unit, a connection processing unit that receives an incoming call from a user terminal operated by a user, and obtains a terminal phone number of the user terminal included in the incoming call from the connection processing unit, and identifies the user terminal based on the terminal phone number A user ID generation unit that generates a user ID for the user, and an address information generation unit that generates second address information for the user terminal to access the website by adding the user ID to the first address information And an address information transmitting unit for transmitting the second address information to the user terminal by an electronic message.

  At this time, it further includes an IVR processing unit that automatically responds by voice to an incoming call received by the connection processing unit and transfers the incoming call to another terminal, and the IVR processing unit sends the incoming call to the other terminal. The second address information generated by the address information generation unit based on the user ID of the user terminal generated by the user ID generation unit may be transmitted to the user terminal.

  In addition, a log collection unit that collects log information recording individual accesses to the website from the website, and a user ID included in the second address information used for accessing the website from the collected log information And an action history extraction unit that extracts an action history for each user ID.

  The address information transmitting apparatus according to the present invention is connected to an IVR processing system that automatically responds to an incoming call from a user terminal and transmits voice guidance to the user terminal via a communication line, and automatically transmits the information to the user terminal. An address information transmission device that transmits address information of a guidance destination website, which is a guidance destination of the user terminal, to the user terminal based on terminal information of the user terminal notified from the IVR processing system after the response. In order to identify the user terminal based on the storage unit that stores the first address information of the guidance destination website and the terminal phone number of the user terminal included in the terminal information notified from the IVR processing system A user ID generation unit that generates a user ID, and a first address of the guidance destination website acquired from the storage unit By adding the user ID generated by the user ID generation unit to the information, the address information generation unit that generates the second address information for accessing the website from the user terminal, and the address information generation unit An address information transmission unit that transmits the second address information to the user terminal by an electronic message, a log collection unit that collects log information recording individual accesses to the guidance destination website from the guidance destination website, and a log collection unit The second address information used for accessing the guidance destination website is extracted from the log information collected in step 1, and each user ID included in the second address information is recorded in the log information. After automatic response in the IVR processing system for each user using the user terminal by classifying access And an action history extraction unit that extracts a behavior history.

  At this time, the storage unit stores individual first address information for each different destination telephone number, and the address information generation unit includes the terminal information among the first address information stored in the storage unit. The first address information corresponding to the incoming call destination telephone number may be acquired as the first address information of the guidance destination website.

  In addition, the storage unit stores individual first address information for each different effective period, and the address information generation unit stores the first address information among the first address information stored in the storage unit. You may make it acquire the 1st address information corresponding to the effective period including the time to acquire as 1st address information of a guidance destination website.

  In addition, the storage unit stores individual first address information for each different selection ID, and the address information generation unit stores user information included in the terminal information among the first address information stored in the storage unit. You may make it acquire the 1st address information corresponding to the selection ID selected by 1 as the 1st address information of a guidance destination website.

  The address information transmission method according to the present invention is connected to an IVR processing system that automatically responds to an incoming call from a user terminal and transmits voice guidance to the user terminal via a communication line. An address information transmission device that transmits address information of a guidance destination website, which is a guidance destination of the user terminal, to the user terminal based on terminal information of the user terminal notified from the IVR processing system after the response. In the address information transmission method used, the storage unit stores the first address information of the destination website, and the user ID generation unit is included in the terminal information notified from the IVR processing system. A user ID for generating a user ID for identifying the user terminal based on the terminal telephone number of the user terminal. The user ID generation step and the address information generation unit add the user ID generated in the user ID generation step to the first address information of the guidance destination website acquired from the storage unit. Address information generating step for generating second address information for accessing the address information, and address information transmitting step for transmitting the second address information generated in the address information generating step to the user terminal by electronic message by the address information transmitting unit And a log collecting step in which the log collection unit collects log information recording individual accesses to the guide destination website from the guide destination website, and an action history extraction unit from the log information collected in the log collection step, Extract the second address information used to access the destination website Then, by classifying the individual accesses recorded in the log information for each user ID included in the second address information, each user who uses the user terminal after the automatic response in the IVR processing system An action history extracting step for extracting an action history.

  Further, the program according to the present invention is a program for causing a computer to function as each unit constituting any one of the address information transmitting apparatuses described above.

  According to the present invention, since the user ID generated based on the terminal phone number of the user terminal is included in the second address information and used when accessing the destination website from the user terminal, the IVR processing system side The user and the user on the destination website side can be associated with each other. For this reason, it is possible to extract the action history regarding the user who has overflowed in the IVR processing system from the log information of the guidance destination website, and as a result, analyze the user action after the automatic response in the IVR processing system in detail. It becomes possible to do.

It is a block diagram which shows the structure of the address information transmission system and address information transmission apparatus concerning this Embodiment. It is a structural example of terminal information. It is an example of composition of the 1st address information. It is an example of composition of the 2nd address information. It is a sequence diagram which shows operation | movement of an address information transmitter. It is a structural example of log information. It is a structural example of action history information. It is a structural example of the browsing terminal breakdown information of a guidance destination website.

Next, an embodiment of the present invention will be described with reference to the drawings.
First, an address information transmission system 1 and an address information transmission device 10 according to an embodiment of the present invention will be described with reference to FIG. FIG. 1 is a block diagram showing a configuration of an address information transmission system and an address information transmission apparatus according to the present embodiment.

  The address information transmission system 1 according to the present invention is composed of the address information transmission device 10 and a part of the IVR processing system 20, and sends the address information of the guidance destination website 41, which is a guidance destination, to the user terminal 40. It is a system that sends by electronic message.

  The address information transmitting device 10 is composed of one or more server devices as a whole, and is connected to the IVR processing system 20 via the communication line 61 and is connected to the telephone network 51 and the communication network 52 to be connected to the user. Based on the terminal information of the user terminal 40 notified from the IVR processing system 20 after the automatic response to the terminal 40, the address information of the guide destination website 41 serving as the guide destination is transmitted to the user terminal 40 by an electronic message. It has a function to do.

  The IVR processing system 20 is composed of one or more server devices as a whole, and is connected to the telephone network 51 as part of an exchange system (not shown) in the telephone network 51 or a corporate PBX system (not shown). In response to an incoming call from the user terminal 40 via the telephone network 51, the user terminal 40 is automatically responded to an overflow call that cannot be accepted by the telephone corresponding system 30 and a function for connecting to the telephone corresponding system 30. It has a function to send voice guidance to.

  The telephone correspondence system 30 is composed of a telephone system such as a call center as a whole, and is connected to the IVR processing system 20 via a communication line 62 and is connected to the address information transmitting apparatus 10 via a communication line 63 to be a user terminal. In response to an incoming call of 40, a function for performing a user response by voice call with a user by an operator, a function for performing various settings for the IVR processing system 20 and the address information transmitting apparatus 10, and an action extracted by the address information transmitting apparatus 10 A function of acquiring a history and analyzing user behavior.

  The user terminal 40 is composed of an information communication terminal such as a mobile phone terminal or a smartphone as a whole. The user terminal 40 is connected to the telephone network 51 and communicates with the reception terminal 31 of the telephone corresponding system 30 and the IVR processing unit 24 of the IVR processing system 20. A function for performing a call, a function for exchanging electronic messages between the address information transmitting apparatus 10 via the telephone network 51 and the communication network 52, and an address by accessing the destination website 41 via the communication network 52 It has a function of browsing a web page corresponding to address information by transmitting a browsing request including information.

  The guidance destination website 41 includes a server device as a whole, is connected to the communication network 52, and is included in the browsing request transmitted from the user terminal 40 in response to access from the user terminal 40 via the communication network 52. It has a function of delivering a web page corresponding to the address information to the user terminal 40 and a function of recording access to each web page as log information.

  The telephone network 51 includes a mobile telephone network, an IP telephone network, a telephone network such as PSTN and ISDN, and the communication network 52 includes a data communication network such as the Internet. When the telephone network 51 is a mobile telephone network, SMS (Short Message Service) can be used when the user terminal 40 receives the second address information from the address information transmitting apparatus 10. For other telephone networks, the user terminal 40 may receive the second address information from the address information transmitting apparatus 10 using an electronic mail using the communication network 52.

  In the present embodiment, in the address information transmission system 1, the user ID generation unit 12 acquires the terminal phone number of the user terminal 40 included in the incoming call from the connection processing unit 21 that has received the incoming call from the user terminal 40. To generate a user ID for identifying the user terminal based on the terminal telephone number and add the user ID to the first address information by the address information generation unit 13 so that the user terminal accesses the website. The second address information is generated, and the address information transmitting unit 13 transmits the second address information to the user terminal 40 as an electronic message.

[Address information transmitter]
Next, the configuration of the address information transmitting apparatus 10 according to the present embodiment will be described in detail with reference to FIG.
The address information transmission apparatus 10 includes, as main function units, a terminal information acquisition unit 11, a user ID generation unit 12, an address information generation unit 13, an address information transmission unit 14, a storage unit 15, a log collection unit 16, an action history. An extraction unit 17 and a processing control unit 18 are provided.

  The terminal information acquisition unit 11 is notified from the IVR processing system 20 after automatically responding to an incoming call from the user terminal 40 in the IVR processing system 20 by performing data communication with the IVR processing system 20 via the communication line 61. It has a function of acquiring terminal information related to the user terminal 40.

  FIG. 2 is a configuration example of terminal information. Here, the terminal information of the user terminal 40 includes a terminal telephone number, a destination telephone number, an address information transmission approval result, and an approval time. The terminal phone number “090xxxxxxxx1” is the phone number of the user terminal 40. The destination telephone number “0120xxxx1” is the destination telephone number sent from the user terminal 40, that is, the telephone number on the telephone corresponding system 30 side. The address information transmission consent result is a response obtained from the user terminal 40 when the IVR processing system 20 inquires the user terminal 40 about whether or not the second address information can be transmitted by voice guidance, that is, information indicating whether or not the permission is accepted. is there. The approval date / time is date / time information when the approval is received from the user terminal 40.

  The storage unit 15 includes a storage device such as a hard disk or a semiconductor memory, and has a function of storing a program used in the address information transmission device 10 and various processing information. The program is a program that realizes each functional unit by being executed by the CPU of the address information transmitting device 10, and is input from an external device or a recording medium via a communication line and stored in the storage unit 15 in advance.

  As main processing information stored in the storage unit 15, there is first address information. FIG. 3 is a configuration example of the first address information. Here, for each destination telephone number and expiration date, the first address information and processing state of the destination website 41 to be selected based on the conditions of the destination telephone number and the expiration date are registered. Yes. The destination telephone number is a destination telephone number included in the terminal information notified from the IVR processing system 20. The valid period is a period during which the use of the first address information is valid. The first address information is the URL of the guidance destination website 41. The processing state is information indicating the start and end of the transmission processing of the first address information.

For example, when the destination telephone number is “0120xxxx1” and the time when the first address information is acquired from the storage unit 15 is included in the valid period “weekdays 17:00 to 9:00”, these conditions are satisfied. The first address information is “http://ntt.com/freedial”. At this time, since the processing state of the first address information indicates “start”, the first address information is acquired as the first address information of the guide destination website 41.
The first address information is information unique to the service provider who operates the telephone correspondence system 30 and can be arbitrarily set from the telephone correspondence system 30.

The user ID generation unit 12 has a function of generating a user ID for identifying the user terminal 40 based on the terminal telephone number of the user terminal 40 included in the terminal information notified from the IVR processing system 20. Yes.
The address information generation unit 13 adds the user ID generated by the user ID generation unit 12 to the first address information of the guidance destination website 41 acquired from the storage unit 15, so that the destination terminal web It has a function of generating second address information for accessing the site 41.

  FIG. 4 is a configuration example of the second address information. Here, after the first address information 71 “http://ntt.com/freedale/” of the destination website 41, the user ID 72 “090xxxxxxxx1” is added in a parameter format, and the second address information 70 is obtained. It is configured. In the second address information 70, the parameter name 73 is a character indicating the parameter name of the user ID 72, and here, the characters “tel =” indicating the telephone number of the user terminal 40 that has accessed the guidance destination website 41 are used. It has been. In addition, a connector 73 “?” Is used as a character for connecting the first address information 71 and the subsequent parameters.

  The address information transmission unit 14 has a function of transmitting the second address information generated by the address information generation unit 13 to the user terminal 40 using an electronic message. When the user terminal 40 is an information communication terminal such as a mobile phone terminal or a smartphone, and the telephone network 51 is a mobile phone network, the second address can be sent to the user terminal 40 by SMS that can use a telephone number as an address. Information can be sent. In this case, the information may be transmitted to the user terminal 40 by SMS via the telephone network 51 or from the communication network 52 via the telephone network 51. In addition, when the user terminal 40 can use an e-mail, the e-mail may be transmitted to the user terminal 40 via the communication network 52. In this case, it is necessary to register in advance the terminal phone number and e-mail address of the user terminal 40 in the storage unit 15.

The log collection unit 16 has a function of collecting log information recording individual accesses to the guide destination website 41 from the guide destination website 41 via the communication network 52.
The action history extraction unit 17 includes a function of extracting the second address information used for accessing the guide destination website 41 from the log information collected by the log collection unit 16 and the second address information. A function of extracting an action history after an automatic response in the IVR processing system 20 for each user who uses the user terminal 40 by classifying each access recorded in the log information for each terminal ID or IP address And have.

  The processing control unit 18 controls the various processes executed by the address information transmitting apparatus 10 and starts / stops the address information transmitting process in the address information transmitting apparatus 10 via the communication line 61. , A function for updating the first address information in the storage unit 15 in response to an instruction from the telephone corresponding system 30 via the communication line 63, and the behavior of each user extracted by the behavior history extraction unit 17 It has a function of notifying the telephone correspondence system 30 of the history via the communication line 63.

[IVR processing system]
Next, the configuration of the IVR processing system 20 according to the present embodiment will be described in detail with reference to FIG.
The IVR processing system 20 includes a connection processing unit 21, an activation determination unit 22, a terminal determination unit 23, and an IVR processing unit 24 as main functional units.

  When the connection processing unit 21 detects a function of managing the reception status of the reception terminal 31 provided in the telephone-compatible system 30 and an incoming call to the telephone line of the telephone-compatible system 30, the connection processing unit 21 receives the incoming call based on the reception status. A function for determining whether or not to accept the call, a function for transferring the incoming call to the empty reception terminal 31 if the reception is possible, and a function for transferring the incoming call as an overflow call to the IVR processing unit 24 if the reception is not possible. When there is a vacancy in the reception state of the reception terminal 31, the IVR processing unit 24 selects an overflow call in the oldest order from the overflow calls that are in the waiting state and transfers it to the vacancy reception terminal 31. Have.

The activation determination unit 22 has a function of determining whether or not the address information transmission process in the address information transmission device 10 is activated based on the notification from the address information transmission device 10.
The terminal determination unit 23 has a function of determining whether or not the second address information can be transmitted by an electronic message based on the terminal telephone number or the terminal information of the user terminal 40 notified from the telephone network 51 when an incoming call is received. For example, when determining by the terminal telephone number, if the terminal telephone number is a telephone number starting with a mobile phone terminal identification number such as “090” or “070”, it is determined that transmission is possible, and other cases are determined that transmission is not possible. do it.

  The IVR processing unit 24 automatically responds to an incoming call from the user terminal 40 transferred from the connection processing unit 21, that is, an overflow call, and transmits a voice guidance to the user terminal 40 to wait for the turn, and an activation determination unit 22, it is determined that the address information transmission process in the address information transmitting apparatus 10 has been started, and when the terminal determination unit 23 determines that the second address information can be transmitted by an electronic message, the user terminal 40 is guided to A function for determining that the second address information can be transmitted to the website 41, and a function for determining that the other address information cannot be transmitted, and a voice guidance for inquiring transmission permission of the second address information if transmission is possible To the user terminal 40, a function to determine whether or not to accept based on the DTMF signal transmitted from the user terminal 40 in response to this, And a function of notifying the terminal information of the user terminal 40 to the address information transmitting apparatus 10 in the case of.

[Telephone-compatible system]
Next, with reference to FIG. 1, the structure of the telephone corresponding | compatible system 30 concerning this Embodiment is demonstrated in detail.
The telephone correspondence system 30 is provided with a reception terminal 31, a setting processing unit 32, and an analysis result output unit 33 as main functional units.

The reception terminal 31 is a telephone terminal for an operator to respond to the user by telephone, and has a function of performing a voice call with the user terminal 40 in response to an incoming call transferred from the IVR processing system 20 by an operator operation. Have.
The setting processing unit 32 has a function of performing settings for various processes for the address information transmitting apparatus 10 and the IVR processing system 20 in accordance with an administrator operation.
The analysis result output unit 33 analyzes the user behavior after the automatic response in the IVR processing system 20 in detail based on the behavior history information acquired from the address information transmission device 10, and outputs the analysis result to a display screen or a file. It has a function to do.

[Operation of this embodiment]
Next, the operation of the address information transmitting apparatus 10 according to the present embodiment will be described with reference to FIG. FIG. 5 is a sequence diagram showing the operation of the address information transmitting apparatus.

  First, the processing control unit 18 of the address information transmitting apparatus 10 starts address information transmission processing in response to an activation setting instruction from the telephone corresponding system 30 (step 100), and also sends address information to the IVR processing system 20. The start of the transmission process is notified (step 101).

  Thereafter, in response to a call operation on the user terminal 40 with the telephone corresponding system 30 as the destination (step 110), when an incoming call is notified from the telephone network 51 (step 111), the connection processing unit of the IVR processing system 20 21 determines whether or not the incoming call can be accepted based on the reception status in the telephone compatible system 30 (step 112).

Here, when the reception is possible, the connection processing unit 21 transfers the incoming call to the telephone compatible system 30. When the reception is not possible, the connection processing unit 21 transfers the incoming call to the IVR processing unit 24 as an overflow call.
When an overflow call is transferred from the connection processing unit 21, the IVR processing unit 24 automatically responds to the incoming call, and transmits voice guidance for prompting the user to wait for the operator's turn to the user terminal 40 (step S 40). 113).

  Further, the activation determination unit 22 determines whether or not the address information transmission process in the address information transmission device 10 is activated based on the notification from the address information transmission device 10 (step 120), and the terminal determination unit 23 receives the incoming call. Whether or not the second address information can be transmitted by an electronic message is determined based on the terminal telephone number or terminal information of the user terminal 40 notified from the telephone network 51 (step 121).

Thereafter, the IVR processing unit 24 determines whether or not the activation determination unit 22 activates the address information transmission process and the terminal determination unit 23 determines whether or not the second address information can be transmitted by an electronic message. On the other hand, it is determined whether or not the second address information can be transmitted to the guidance destination website 41 (step 122).
Here, if transmission is possible, the IVR processing unit 24 transmits to the user terminal 40 voice guidance to the effect that the second address information has been transmitted (step 123). If the transmission is impossible, the voice guidance for the transmission acceptance inquiry is not transmitted, and the waiting state of the user terminal 40 is maintained.

  After transmitting the voice guidance to the effect of the transmission consent inquiry, the IVR processing unit 24 receives the DTMF signal transmitted from the user terminal 40 (step 124) and determines whether or not the consent is accepted. If the DTMF signal indicates acceptance, the terminal information of the user terminal 40 is notified to the address information transmitting apparatus 10 (step 125). When there is no consent, the waiting state of the user terminal 40 is maintained.

The terminal information acquisition unit 11 of the address information transmission apparatus 10 acquires terminal information regarding the user terminal 40 notified from the IVR processing system 20 in this way.
In response to this, the user ID generation unit 12 generates a user ID for identifying the user terminal 40 based on the terminal telephone number of the user terminal 40 included in the terminal information notified from the IVR processing system 20. (Step 130).

  Subsequently, the address information generation unit 13 adds the user ID generated by the user ID generation unit 12 to the first address information of the guidance destination website 41 acquired from the storage unit 15. Second address information for accessing the guide destination website 41 is generated (step 131).

  Thereafter, the address information transmitting unit 14 transmits the second address information generated by the address information generating unit 13 to the user terminal 40 by an electronic message (step 132). At this time, when the user terminal 40 is an information communication terminal such as a mobile phone terminal or a smartphone, and the telephone network 51 is a mobile phone network, the user terminal 40 is an SMS that can use the telephone number as an address. 2 address information is transmitted.

  When receiving the second address information from the address information transmitting apparatus 10, the user terminal 40 displays the content of the second address information on the screen (step 133), and the destination website corresponding to the second address information In response to the user's access operation for instructing access to 41 (step 134), a browsing request including the second address information is transmitted from the communication network 52 to the destination website 41 (step 135). At this time, the user ID generated from the terminal phone number of the user terminal 40 is added to the second address information.

  In response to the browsing request from the user terminal 40, the guide destination website 41 reads the web screen corresponding to the second address information specified in the browsing request and distributes it to the user terminal 40 via the communication network 52. (Step 136). Further, after distribution, the access from the user terminal 40 is recorded as log information (step 137).

On the other hand, the log collection unit 16 of the address information transmitting apparatus 10 periodically collects log information from the guidance destination website 41 (step 140).
Further, the action history extraction unit 17 extracts second address information used for accessing the guide destination website 41 from the log information collected by the log collection unit 16 and is included in the second address information. By classifying the individual accesses recorded in the log information for each user ID, an action history after an automatic response in the IVR processing system 20 regarding each user using the user terminal 40 is extracted (step 141). .

  FIG. 6 is a configuration example of log information. Here, the IP address (first line) of the accessed user terminal 40, the terminal ID of the user terminal 40 (second line), the access date and time (third line), and the contents of the browsing request from the user terminal 40 (fourth line) And the processing result and the distribution data amount (line 5), the link source URL (line 6), and the browser information of the user terminal 40 are recorded.

  Among these log information, the content of the browsing request includes the second address information notified from the user terminal 40, and the terminal telephone number “090xxxxxxxx1” of the user terminal 40 is added in the parameter format after the URL. ing. Therefore, by extracting the terminal telephone number, it is possible to associate the terminal telephone number of each user terminal 40 with the terminal ID or IP address. Therefore, by classifying the individual accesses recorded in the log information for each terminal ID or IP address, it is possible to extract an action history related to the user terminal 40 having an arbitrary terminal telephone number.

FIG. 7 is a configuration example of action history information. Here, for the user terminal 40 with the terminal telephone number “090xxxxxxxx1”, the URL of the web page browsed on the guidance destination website 41 is recorded in chronological order together with the access date and time.
Therefore, by tracking this action history, the browsing route of the web page by the user can be grasped, and it can be confirmed which web page has been browsed.

  Further, the terminal information notified from the IVR processing system 20, the second address information generated by the address information transmitting apparatus 10 and the transmission result thereof are compared with the log information collected from the guide destination website 41, thereby Breakdown of the user terminal 40 that has browsed the destination website 41, for example, presence / absence via IVR (entrance route), acceptance / non-acceptance of address information transmission, presence / absence of address information transmission, presence / absence of browsing of the destination website 41, destination web page For each item such as whether or not browsing, the number of browsing or the browsing rate can be totaled. These tabulations may be executed by the action history extraction unit 17 or may be executed by the analysis result output unit 33 of the telephone correspondence system 30.

FIG. 8 is a configuration example of the browsing terminal breakdown information of the guidance destination website, and the numerical values in parentheses indicate the number of terminals counted during an arbitrary inspection period.
For example, the guide destination website 41 is accessed not only from the user terminal 40 that induced the overflow call from the IVR processing system 20 but also from the user terminal 40 that does not pass through the IVR processing system 20. Therefore, in the action history extraction unit 17, it is possible to determine that the access user terminal 40 extracted as the action history is via IVR, and the access that is not extracted as the action history is not via IVR.

In addition, since the terminal information notified from the IVR processing system 20 includes the consent result of the address information transmission, the user terminal 40 that is unsolicited for the address information transmission from the user terminals 40 that have been overwhelmed. Can be determined.
Also, among the user terminals 40 that have accepted the address information transmission based on the transmission result of the second address information in the address information transmitting unit 14, the user who has not been able to complete the transmission of the second address information due to a communication situation or the like The terminal 40 can be determined.

In addition, among the user terminals 40 that have completed the transmission of the second address information, the user terminals 40 that are not recorded in the log information can be determined as the user terminals 40 that have not browsed the guidance destination website.
Further, the user terminal 40 reaches the target web page by comparing the URL of the last browsing web page of the action history information with the URL of the target web page intended by the service provider, for example, the application completed web page. It is possible to determine whether or not the vehicle has left midway.

[Effects of the present embodiment]
As described above, in the present embodiment, in the address information transmission system 1, the terminal ID of the user terminal 40 included in the incoming call from the connection processing unit 21 that has received the incoming call from the user terminal 40 by the user ID generation unit 12. And generating a user ID for identifying the user terminal based on the terminal telephone number, and adding the user ID to the first address information by the address information generating unit 13, whereby the user terminal Is generated, and the address information transmitting unit 13 transmits the second address information to the user terminal 40 as an electronic message.

  Thereby, since the user ID generated based on the terminal phone number of the user terminal 40 is included in the second address information and used when accessing the destination website 41 from the user terminal 40, the address information is stored in the user terminal. When transmitting to 40 and guiding the user from the IVR processing system 20 to the guidance destination website 41, the user on the IVR processing system 20 side and the user on the guidance destination website 41 side can be linked.

Further, in the present embodiment, the mobile phone further includes an IVR processing unit 24 that automatically responds by voice to an incoming call received by the connection processing unit, and transfers the incoming call to another terminal. When the unit 24 cannot transfer the incoming call to another terminal, the second address information generated by the address information generation unit based on the user ID of the user terminal generated by the user ID generation unit is transmitted to the user terminal. You may do it.
As a result, when address information is transmitted to the user terminal that has overflowed in the IVR processing system 20 and guided to the guidance destination website 41, the user on the IVR processing system 20 side and the guidance destination website 41 side are automatically selected. Users can be linked.

In the present embodiment, the log collection unit 16 collects log information recording individual accesses to the website from the website, and the action history extraction unit 17 converts the collected log information to the website. A user ID included in the second address information used for access may be extracted, and an action history may be extracted for each user ID.
As a result, it is possible to extract the action history related to the user who has overflowed in the IVR processing system 20 from the log information of the guidance destination website 41. As a result, the user action after the automatic response in the IVR processing system 20 It becomes possible to analyze in detail.

  Further, according to the present embodiment, in the address information transmitting apparatus 10, the user ID 40 is based on the terminal telephone number of the user terminal 40 included in the terminal information notified from the IVR processing system 20 by the user ID generation unit 12. Is generated, and the address information generating unit 13 generates the second address information by adding the user ID to the first address information of the guide destination website 41 acquired from the storage unit 15. Then, the address information transmitting unit 14 transmits the second address information to the user terminal 40 by an electronic message, the log collecting unit 16 collects the log information from the guidance destination website 41, and the action history extracting unit 17 From this log information, the second address information used for accessing the guide destination website 41 is extracted, and the user terminal 40 is used. For each user, but which is adapted to extract the action history after automatic response in IVR processing system 20.

  Thereby, since the user ID generated based on the terminal telephone number of the user terminal 40 is included in the second address information and used when accessing the guide destination website 41 from the user terminal 40, the IVR processing system 20 side And the user on the guide destination website 41 side can be associated with each other. For this reason, it is possible to extract the action history related to the user who has overflowed in the IVR processing system 20 from the log information of the guidance destination website 41. As a result, the user action after the automatic response in the IVR processing system 20 can be extracted. It becomes possible to analyze in detail.

In the present embodiment, the storage unit 15 stores individual first address information for each different destination telephone number, and the address information generation unit 13 stores the first address information stored in the storage unit 15. Among the address information, the first address information corresponding to the incoming call destination telephone number included in the terminal information may be acquired as the first address information of the guide destination website 41.
Thereby, a different destination web site 41 can be set for each destination telephone number. For this reason, if the service provider operating the telephone compatible system 30 prepares a telephone line with a different telephone number for each user request type, the user can be guided to the destination website 41 that is most suitable for the request type. And the service to the user can be improved.

In the present embodiment, the storage unit 15 stores individual first address information for each different effective period, and the address information generation unit 13 stores the first address stored in the storage unit 15. Of the information, the first address information corresponding to the valid period including the time point at which the first address information is to be acquired may be acquired as the first address information of the guidance destination website 41.
Thereby, a different guide destination website 41 can be set for each effective period. For this reason, the service provider operating the telephone correspondence system 30 sets an effective period according to the operation schedule of the telephone correspondence system 30, for example, so that the optimum destination website 41 at the time of transmission of the second address information is set. The user can be guided to the user, and the service to the user can be improved.

In the present embodiment, the storage unit 15 stores individual first address information for each different selection ID, and the address information generation unit 13 stores the first address stored in the storage unit 15. Of the information, the first address information corresponding to the selection ID selected by the user terminal included in the terminal information may be acquired as the first address information of the guidance destination website 41. At this time, for example, the selection ID may be received by notification of a DTMF signal or the like from the user terminal 40 by a user's dial operation according to voice guidance from the IVR processing unit 24.
Thereby, the user can be guided to the destination web site 41 of any content requested by the user, and the service to the user can be improved.

  Moreover, although the case where action history information is extracted by the action history extraction unit 17 has been described in the present embodiment, the browsing route obtained from the action history information is further analyzed to identify a web page with many departures. It may be. Thereby, improvement of the guidance destination website 41, such as improvement of a web page with many leaving | separation and link reconstruction with the web page before and behind, can be performed.

[Extended embodiment]
The present invention has been described above with reference to the embodiments, but the present invention is not limited to the above embodiments. Various changes that can be understood by those skilled in the art can be made to the configuration and details of the present invention within the scope of the present invention. In addition, each embodiment can be implemented in any combination within a consistent range.

  In the above embodiment, the address information transmitting apparatus 10 has been described as an example in which an overflow call related to one telephone-compatible system 30 is guided to the destination website 41. However, the present invention is not limited to this. is not. For example, in the first address information of the storage unit 15, if the first address information of the guide destination website 41 is individually set for each telephone number of the telephone compatible system 30, different service providers are separately provided. Even if the telephone correspondence system 30 is operated, each overflow call can be guided to each guidance destination website 41.

  Further, in the address information transmitting apparatus 10, the case where the second address information is generated and notified to the user terminal 40 based on the terminal information notified from one IVR processing system 20 has been described as an example. Is not to be done. For example, in the first address information of the storage unit 15, if the first address information of the destination website 41 is individually set for each telephone number of the telephone corresponding system 30 processed by the IVR processing system 20, Based on the terminal information from the different IVR processing system 20, each overflow call can be guided to each destination website 41.

  DESCRIPTION OF SYMBOLS 10 ... Address information transmitter, 11 ... Terminal information acquisition part, 12 ... User ID production | generation part, 13 ... Address information production | generation part, 14 ... Address information transmission part, 15 ... Memory | storage part, 16 ... Log collection part, 17 ... Action history Extraction unit, 18 ... processing control unit, 20 ... IVR processing system, 21 ... connection processing unit, 22 ... activation determination unit, 23 ... terminal determination unit, 24 ... IVR processing unit, 30 ... telephone compatible system, 31 ... reception terminal, 32 ... setting processing unit, 33 ... analysis result output unit, 40 ... user terminal, 41 ... destination web site, 51 ... telephone network, 52 ... communication network, 61-63 ... communication line.

Claims (9)

An address information transmission system for transmitting website address information to a user terminal,
A storage unit for storing first address information of the website;
A connection processing unit that receives an incoming call from the user terminal operated by a user;
A user ID generation unit that acquires a terminal phone number of the user terminal included in the incoming call from the connection processing unit, and generates a user ID for identifying the user terminal based on the terminal phone number;
An address information generation unit that generates second address information for the user terminal to access the website by adding the user ID to the first address information;
An address information transmission system comprising: an address information transmission unit that transmits the second address information to the user terminal as an electronic message. The address information transmission system according to claim 1,
An IVR processing unit that automatically responds by voice to the incoming call received by the connection processing unit and forwards the incoming call to another terminal;
The address information transmitting unit is generated by the address information generating unit based on the user ID of the user terminal generated by the user ID generating unit when the IVR processing unit cannot transfer the incoming call to the other terminal. The address information transmission system, wherein the second address information is transmitted to the user terminal. In the address information transmission system according to claim 1 or 2,
A log collection unit for collecting log information recording individual accesses to the website from the website;
An action history extraction unit that extracts the user ID included in the second address information used for accessing the website from the collected log information, and extracts an action history for each user ID; An address information transmission system comprising: The user notified from the IVR processing system after the automatic response to the user terminal is connected to the IVR processing system that automatically responds to an incoming call from the user terminal and transmits voice guidance to the user terminal via a communication line. Based on the terminal information of the terminal, an address information transmission device that transmits the address information of the guidance destination website that is the guidance destination of the user terminal to the user terminal by an electronic message,
A storage unit for storing first address information of the destination website;
A user ID generation unit that generates a user ID for identifying the user terminal based on the terminal telephone number of the user terminal included in the terminal information notified from the IVR processing system;
A second for accessing the website from the user terminal by adding the user ID generated by the user ID generation section to the first address information of the guidance destination website acquired from the storage section. An address information generation unit for generating address information of
An address information transmitting unit for transmitting the second address information generated by the address information generating unit to the user terminal by an electronic message;
A log collection unit for collecting log information recording individual accesses to the guide destination website from the guide destination website;
Second address information used for accessing the guide destination website is extracted from the log information collected by the log collection unit, and the log information for each user ID included in the second address information is extracted. An action history extraction unit that extracts an action history after an automatic response in the IVR processing system for each user who uses the user terminal by classifying individual accesses recorded in the information. Address information transmission device. The address information transmitting device according to claim 4,
The storage unit stores individual first address information for each different destination telephone number,
The address information generation unit is configured to obtain, from the first address information stored in the storage unit, first address information corresponding to the incoming call destination telephone number included in the terminal information, the guidance destination Obtained as first address information of a website. An address information transmitting apparatus, characterized in that: In the address information transmitting device according to claim 4 or 5,
The storage unit stores individual first address information for each different effective period,
The address information generation unit includes first address information corresponding to an effective period including a time point at which the first address information is to be acquired from the first address information stored in the storage unit. Obtained as first address information of the guidance destination website. An address information transmitting apparatus. In the address information transmitting device according to any one of claims 4 to 6,
The storage unit stores individual first address information for each different selection ID,
The address information generation unit includes first address information corresponding to a selection ID selected by the user terminal included in the terminal information among the first address information stored in the storage unit, Obtained as first address information of a guidance destination website. An address information transmitting apparatus, characterized in that: The user notified from the IVR processing system after the automatic response to the user terminal is connected to the IVR processing system that automatically responds to an incoming call from the user terminal and transmits voice guidance to the user terminal via a communication line. Based on the terminal information of the terminal, an address information transmission method used in an address information transmission device that transmits the address information of a guidance destination website that is a guidance destination of the user terminal to the user terminal by an electronic message,
A storage step in which a storage unit stores first address information of the destination website;
A user ID generating step for generating a user ID for identifying the user terminal based on a terminal telephone number of the user terminal included in the terminal information notified from the IVR processing system;
The address information generation unit adds the user ID generated in the user ID generation step to the first address information of the guidance destination website acquired from the storage unit, so that the user terminal transfers to the website. An address information generating step for generating second address information for access;
An address information transmitting unit that transmits the second address information generated in the address information generating step in an electronic message to the user terminal;
A log collection step in which a log collection unit collects log information recording individual accesses to the guide destination website from the guide destination website;
The action history extraction unit extracts second address information used for accessing the guide destination website from the log information collected in the log collection step, and the user included in the second address information An action history extraction step of extracting an action history after an automatic response in the IVR processing system for each user who uses the user terminal by classifying individual accesses recorded in the log information for each ID. An address information transmission method comprising:   The program for functioning a computer as each part which comprises the address information transmission apparatus as described in any one of Claims 4-7.

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