JP2014067183A - Business support system, method, and program - Google Patents

Abstract

PROBLEM TO BE SOLVED: To provide a technology for automatically performing an appropriate response in accordance with progress of business inquiry with a customer when the customer accesses to a customer support server.SOLUTION: A business process execution server 120 comprises: a learning unit 122 which identifies a keyword; and a processing control unit 121 which acquires, from a response information storage unit 170, response information corresponding to the keyword identified by the learning unit 122 and transmits the acquired response information to a customer support server 110. The customer support server 110 includes: a response unit 160 which responses to a customer terminal 150 on the basis of the response information received from the processing control unit 121.

Description

  The present invention relates to a sales support system, method, and program.

  As background art of this technical field, for example, there is JP-A-2003-167992 (Patent Document 1). This gazette states that “a terminal device that generates a visit schedule for each customer based on customer information and a visit schedule, sets a target label selected according to the progress of the inquiry in the visit schedule, and is used by a sales representative. To present ".

Japanese Patent Laid-Open No. 2003-167992

  In Patent Document 1, a visit schedule can be presented to a sales person in accordance with the progress of an inquiry. However, with the technique as in Patent Document 1, it is impossible to deal with customers when there is no sales representative or when a different case is dealt with.

  An object of the present invention is to provide a technique for automatically performing an appropriate response when a customer accesses a customer response server.

  The above and other objects and novel features of the present invention will be apparent from the description of this specification and the accompanying drawings.

  Of the inventions disclosed in the present application, the outline of typical ones will be briefly described as follows.

  In order to achieve the object, a representative invention includes a customer terminal, a customer service server connected to the customer terminal via a network, and a sales process execution server connected to the customer service server. The support system has the following features. The customer service server includes a request reception unit that transmits inquiry information indicating the contents of an inquiry from a customer received from the customer terminal to the sales process execution server. Further, the sales process execution server stores the learning unit for identifying one keyword from the received inquiry information, the keyword, and response information for responding to the inquiry from the customer in association with each other. A response information storage unit; and a processing control unit that acquires the response information corresponding to the keyword received from the learning unit from the response information storage unit and transmits the acquired response information to the customer correspondence server. . And the said customer corresponding | compatible server solves the above-mentioned subject by having a response part which responds to the said customer terminal based on the said response information received from the said process control part.

  Further, the present invention provides a method using an apparatus for automatically performing an appropriate response when a customer accesses a customer response server, and when a customer accesses a customer response server, It can also be applied to a program that causes a computer to function as a system for automatically performing an appropriate response according to the progress of the inquiry.

  Among the inventions disclosed in the present application, effects obtained by typical ones will be briefly described as follows.

  According to the present invention, it is possible to provide a technique for automatically performing an appropriate response when a customer accesses a customer response server.

It is a figure which shows the outline | summary of the structural example of the sales support system in one embodiment of this invention. FIG. 2 is a diagram illustrating an example of a processing flow of overall processing in the sales support system of FIG. 1. FIG. 2 is a diagram illustrating an example of a processing flow of keyword extraction processing in the sales support system of FIG. 1. FIG. 2 is a diagram illustrating an example of a processing flow of learning processing in the sales support system of FIG. 1. FIG. 2 is a diagram illustrating an example of a processing flow of learning processing in the sales support system of FIG. 1. In the business support system of FIG. 1, it is a figure which shows the structural example of the table which a customer information storage part memorize | stores. In the business support system of FIG. 1, it is a figure which shows the structural example of the table which an introduction information storage part memorize | stores. FIG. 2 is a diagram illustrating a configuration example of a table stored in an interview information storage unit in the sales support system of FIG. 1. FIG. 2 is a diagram illustrating a configuration example of a table stored in a proposal information storage unit in the business support system of FIG. 1. FIG. 2 is a diagram illustrating a configuration example of a table stored in a presentation information storage unit in the sales support system of FIG. 1. FIG. 3 is a diagram illustrating a configuration example of a table stored in a closing information storage unit in the sales support system of FIG. 1. FIG. 2 is a diagram illustrating a configuration example of a table stored in an order information storage unit in the sales support system of FIG. 1. In the business support system of FIG. 1, it is a figure which shows the structural example of the table which a learning information storage part memorize | stores.

  Hereinafter, embodiments of the present invention will be described in detail with reference to the drawings. Note that components having the same function are denoted by the same reference symbols throughout the drawings for describing the embodiment, and the repetitive description thereof will be omitted.

<System configuration>
FIG. 1 is a diagram showing an outline of a configuration example of a sales support system in an embodiment of the present invention. In FIG. 1, the sales support system includes, for example, a customer terminal 150, a customer correspondence server 110 connected to the customer terminal 150 via the network 140, and a sales process execution server 120 connected to the customer correspondence server 110. . Although FIG. 1 illustrates an example in which each of the customer correspondence server 110 and the sales process execution server 120 is configured by individual server devices, the customer response server 110 and the sales process execution server 120 may be configured by one server device. good.

  Further, the customer terminal 150, the customer correspondence server 110, and the sales process execution server 120 are implemented by predetermined hardware and software. For example, the customer terminal 150, the customer correspondence server 110, and the sales process execution server 120 include a processor, a memory, and the like. By executing a program on the memory by the processor, the customer terminal 150, the customer correspondence server 110, The computer of the sales process execution server 120 is caused to function.

  The customer terminal 150 accepts input of inquiry information indicating the contents of the inquiry from the customer. The inquiry information may be input by voice input for inputting voice representing reading of a character string through a microphone (not shown) or keyboard input for inputting data by operating a keyboard (not shown).

  The sales process execution server 120 includes a processing control unit 121, a learning unit 122, a learning information storage unit 123, a customer information storage unit 124, and a response information storage unit 170.

  The learning information storage unit 123 has an inquiry progress status indicating a word obtained by dividing the inquiry information and an inquiry progress status (for example, “product introduction”, “hearing”, “suggestion”, “presentation”, “closing”, “order received”), and sales history. And the customer ID are stored in association with each other.

  The learning unit 122 identifies one keyword from the received inquiry information. More specifically, the learning unit 122 searches the learning information storage unit 123 using the words obtained by dividing the inquiry information, the sales history, and the inquiry progress as a key, and specifies one word having the largest matching number as a keyword.

  Further, the learning unit 122 acquires the identified keyword and transmits the acquired keyword to the process control unit 121.

  The response information storage unit 170 stores a keyword and response information for responding to an inquiry from a customer in association with each inquiry progress. For example, the response information storage unit 170 has a storage unit corresponding to each inquiry progress situation, and stores the keyword and the response information in association with each other. More specifically, the response information storage unit 170 is a corresponding storage unit for each inquiry progress situation, and the introduction information storage unit 125, the hearing information storage unit 126, the proposal information storage unit 127, the presentation information storage unit 128, the closing information. A storage unit 129 and an order information storage unit 130 are provided. Each storage unit stores response information in association with each keyword.

  The customer information storage unit 124 stores a customer ID, inquiry information, an inquiry progress status, and a sales history in association with each other.

  The process control unit 121 acquires the inquiry progress status from the customer information storage unit 124.

  Furthermore, the process control unit 121 acquires response information corresponding to the keyword and the inquiry progress status from the response information storage unit 170, and transmits the acquired response information to the customer response server 110.

  The customer correspondence server 110 includes a response unit 160 and a request reception unit 114.

  The response unit 160 makes a corresponding response to the customer terminal 150 based on the response information received from the processing control unit 121. More specifically, the response unit 160 includes a moving image distribution unit 111, a voice recognition unit 112, and a content distribution unit 113.

  The moving image distribution unit 111 stores a presentation moving image for presenting the product in the presentation moving image path. Then, the moving image distribution unit 111 distributes the presentation moving image stored in the received presentation moving image path to the customer terminal 150 via the network 140.

  The voice recognition unit 112 generates voice output information for outputting the contents of the answer by voice, and transmits the voice output information to the customer terminal 150 via the network 140.

  The content distribution unit 113 stores materials for introducing products in the introduction material path. Then, the content distribution unit 113 distributes the introduction material stored in the introduction material path to the customer terminal 150 via the network 140.

  Further, the content distribution unit 113 stores a material for proposing a product in the proposal material path. Then, the content distribution unit 113 distributes the proposal material stored in the proposal material path to the customer terminal 150 via the network 140.

  Furthermore, the content distribution unit 113 stores information for generating a contract screen in the contract screen path. Then, the content distribution unit 113 transmits information for generating a contract screen stored in the contract screen path to the customer terminal 150 via the network 140.

  The request reception unit 114 receives the inquiry information and the customer ID from the customer terminal 150.

  Further, the request reception unit 114 receives an introduction material path, a proposal material path, a presentation video path, and a contract screen path from the customer terminal 150.

  Further, the request reception unit 114 transmits the inquiry information received from the customer terminal 150 to the sales process execution server 120.

  Furthermore, the request reception unit 114 transmits the response information received from the customer terminal 150 to the sales process execution server 120.

<Table configuration>
FIG. 5 is a diagram illustrating a configuration example of a table stored in the customer information storage unit 124. The table stored in the customer information storage unit 124 includes data items such as [customer ID], [inquiry information], [inquiry progress], [sales history]. [Customer ID] is a symbol for identifying a customer. [Inquiry information] indicates the contents of the inquiry from the customer. [Inquiry Progress] indicates, for example, the progress of an inquiry such as “Product Introduction”, “Hearing”, “Proposal”, “Presentation”, “Closing”, and “Order”. [Business History] indicates the date of business.

  FIG. 6 is a diagram illustrating a configuration example of a table stored in the introduction information storage unit 125. The table stored in the introduction information storage unit 125 includes data items such as [ID], [keyword], and [introduction material path]. [ID] is a symbol for identifying each record constituting the table. [Keyword] indicates a keyword for specifying the response content. [Introduction Material Path] indicates the location of the introduction material introducing the product.

  FIG. 7 is a diagram illustrating a configuration example of a table stored in the hearing information storage unit 126. The table stored in the hearing information storage unit 126 includes data items such as [ID], [keyword], and [answer]. [Answer] indicates an answer to the interview result from the customer.

  FIG. 8 is a diagram illustrating a configuration example of a table stored in the proposal information storage unit 127. The table stored in the proposal information storage unit 127 includes data items such as [ID], [keyword], and [suggested material path]. [Proposal Material Path] indicates the location of the proposal material for proposing a product.

  FIG. 9 is a diagram illustrating a configuration example of a table stored in the presentation information storage unit 128. The table stored in the presentation information storage unit 128 includes data items such as [ID], [keyword], and [presentation moving image path]. [Presentation video path] indicates the location of the presentation video.

  FIG. 10 is a diagram illustrating a configuration example of a table stored in the closing information storage unit 129. The table stored in the closing information storage unit 129 includes data items such as [ID], [keyword], and [answer].

  FIG. 11 is a diagram illustrating a configuration example of a table stored in the order information storage unit 130. The table stored in the order information storage unit 130 includes data items such as [ID], [Keyword], and [Contract Screen Path]. [Contract Screen Path] indicates the location of information for generating a contract screen to be displayed on the customer terminal 150.

  FIG. 12 is a diagram illustrating a configuration example of a table stored in the learning information storage unit 123. The table stored in the learning information storage unit 123 includes data items such as [customer ID], [word], [inquiry progress], [sales history].

<Process (1): Overall process>
FIG. 2 is a diagram showing an example of the processing flow of the overall processing in this system.

  First, in S201, when the customer terminal 150 accesses the customer correspondence server 110, the Web browser of the customer terminal 150 analyzes the HTML file transmitted from the customer correspondence server 110. Then, the Web browser of the customer terminal 150 displays an input screen for inputting inquiry information. The customer terminal 150 transmits the inquiry information and the customer ID that received the input to the request receiving unit 114. And the request reception part 114 receives the inquiry information and customer ID which the customer terminal 150 received the input.

  Next, in S202, keyword extraction processing (described later in FIG. 3) is performed. In the keyword extraction process, the process control unit 121 acquires an inquiry progress status from the customer information storage unit 124. Further, the process control unit 121 receives a keyword from the learning unit 122.

  Next, in S203, the process control unit 121 determines whether or not the inquiry progress status acquired in the keyword extraction process is “product introduction”. When the inquiry progress status is “product introduction” (S203—YES), the process proceeds to S204. On the other hand, when the customer inquiry progress is not “product introduction” (S203—NO), the process proceeds to S205.

  In step S204, the process control unit 121 searches the introduction information storage unit 125 using the keyword extracted in the keyword extraction process as a key. Then, the process control unit 121 acquires an introduction material path corresponding to the key. Thereafter, the process control unit 121 transmits the acquired introduction material path to the content distribution unit 113.

  Then, the content distribution unit 113 distributes the introduction material stored in the introduction material path received from the processing control unit 121 to the customer terminal 150 via the network 140. After the distribution is completed, the content distribution unit 113 transmits a notification that the distribution is completed to the processing control unit 121. After receiving the notification that the distribution has been completed, the processing control unit 121 updates the inquiry progress status held by itself from “product introduction” to “hearing”. Furthermore, the process control unit 121 updates the corresponding sales history in the customer information storage unit 124 to the latest date, and updates the inquiry progress status to “hearing”.

  In step S <b> 205, the process control unit 121 determines whether the inquiry progress status is “hearing”. When the inquiry progress is “hearing” (S205—YES), the process proceeds to S206. On the other hand, when the inquiry progress is not “hearing” (S205—NO), the process proceeds to S208.

  Next, in S206, the process control unit 121 searches the hearing information storage unit 126 using the keyword as a key. Then, the process control unit 121 acquires an answer corresponding to the key. Thereafter, the process control unit 121 transmits the acquired answer to the voice recognition unit 112.

  Then, the voice recognition unit 112 generates voice output information for outputting the contents of the answer by voice based on the received answer, and transmits the voice output information to the customer terminal 150 via the network 140. After the transmission of the voice output information is completed, the voice recognition unit 112 transmits a notification that the transmission of the voice output information is completed to the processing control unit 121. After receiving the notification that the transmission of the audio output information has been completed, the processing control unit 121 updates the inquiry progress status from “hearing” to “suggestion”. Furthermore, the process control unit 121 updates the corresponding sales history in the customer information storage unit 124 to the latest date, and updates the inquiry progress status to “suggestion”.

  Next, in S207, the voice recognition unit 112 determines whether a new inquiry has been received from the customer. When a new inquiry is received from the customer (S207-YES), the process proceeds to S202. On the other hand, when a new inquiry is not received from the customer (S207-NO), the process proceeds to S208.

  Next, in S208, the process control unit 121 determines whether or not the inquiry progress status is “suggestion”. If the inquiry progress is “proposal” (S208—YES), the process proceeds to S209. On the other hand, if the inquiry progress is not “proposal” (S208—NO), the process proceeds to S210.

  Next, in S209, the process control unit 121 searches the proposal information storage unit 127 using the keyword as a key. Then, the process control unit 121 acquires a suggested material path corresponding to the key. Thereafter, the process control unit 121 transmits the acquired proposal material path to the content distribution unit 113.

  Then, the content distribution unit 113 distributes the proposal material stored in the proposal material path received from the processing control unit 121 to the customer terminal 150 via the network 140. After the distribution is completed, the content distribution unit 113 transmits a notification that the distribution is completed to the processing control unit 121. After receiving the notification that the distribution has been completed, the processing control unit 121 updates the inquiry progress status from “suggestion” to “presentation”. Furthermore, the process control unit 121 updates the corresponding sales history in the customer information storage unit 124 to the latest date, and updates the inquiry progress status to “presentation”.

  Next, in S210, the process control unit 121 determines whether the inquiry progress status is “presentation”. When the inquiry progress is “presentation” (S210-YES), the process proceeds to S211. On the other hand, when the inquiry progress is not “presentation” (S210-NO), the process proceeds to S212.

  In step S211, the processing control unit 121 searches the presentation information storage unit 128 using the keyword as a key. Then, the process control unit 121 acquires a presentation moving image path corresponding to the key. Thereafter, the process control unit 121 transmits the acquired presentation moving image path to the moving image distribution unit 111.

  Then, the moving image distribution unit 111 distributes the presentation moving image stored in the received presentation moving image path to the customer terminal 150 via the network 140. After the distribution is completed, the moving image distribution unit 111 transmits a notification that the distribution is completed to the processing control unit 121. After receiving the notification that the distribution is complete, the processing control unit 121 updates the inquiry progress status from “presentation” to “closing”. Furthermore, the process control unit 121 updates the corresponding sales history in the customer information storage unit 124 to the latest date and updates the inquiry progress status to “closing”.

  Next, in S212, the process control unit 121 determines whether or not the inquiry progress status is “closing”. When the inquiry progress status is “closing” (S212—YES), the process proceeds to S213. On the other hand, when the inquiry progress is not “closing” (S212—NO), the process proceeds to S215.

  Next, in S213, the process control unit 121 searches the closing information storage unit 129 using the keyword as a key. Then, the process control unit 121 acquires an answer corresponding to the key. Thereafter, the process control unit 121 transmits the acquired answer to the voice recognition unit 112.

  Then, the voice recognition unit 112 generates voice output information for outputting the contents of the answer by voice based on the received answer, and transmits the voice output information to the customer terminal 150 via the network 140. After the transmission of the voice output information is completed, the voice recognition unit 112 transmits a notification that the transmission of the voice output information is completed to the processing control unit 121. After receiving the notification that the transmission of the audio output information is completed, the process control unit 121 updates the inquiry progress status from “closing” to “order received”. Furthermore, the process control unit 121 updates the corresponding sales history in the customer information storage unit 124 to the latest date, and updates the inquiry progress status to “order received”.

  Next, in S214, the voice recognition unit 112 determines whether a new inquiry has been received from the customer. When a new inquiry is received from the customer (S214-YES), the process proceeds to S202. On the other hand, when a new inquiry is not received from the customer (S214-NO), the process proceeds to S215.

  Next, in S215, the process control unit 121 searches the order information storage unit 130 using the keyword as a key. Then, the process control unit 121 acquires a contract screen path corresponding to the key. Thereafter, the process control unit 121 transmits the acquired contract screen path to the content distribution unit 113.

  Then, the content distribution unit 113 distributes information for generating a contract screen stored in the received contract screen path to the customer terminal 150 via the network 140. After the distribution is completed, the content distribution unit 113 transmits a notification that the distribution is completed to the processing control unit 121. After receiving the notification that the distribution is complete, the processing control unit 121 updates the inquiry progress status from “order received” to “order completed”. Further, the processing control unit 121 updates the corresponding sales history in the customer information storage unit 124 to the latest date, and updates the inquiry progress status to “end of order”.

  Hereinafter, the customer ID is “1234”, the inquiry information is “Aiueo AAA”, the inquiry progress “presentation” is acquired in the keyword extraction process of S202, the keyword “Aiueo” is received, and in S214 The process flow of the entire process described above will be specifically described on the assumption that no new inquiry is accepted.

  First, in S201, the request reception unit 114 receives the customer ID “1234” and the inquiry information “Aiueo AAA”.

  In step S <b> 202, the process control unit 121 acquires the inquiry progress status “presentation”, and the process control unit 121 further receives the keyword “aiueo”.

  Next, in S203, since the inquiry progress status is not “product introduction” (S203—NO), the process proceeds to S205.

  Next, in S205, since the inquiry progress status is not “hearing” (S205—NO), the process proceeds to S208.

  Next, in S208, since the inquiry progress is not “proposal” (S208—NO), the process proceeds to S210.

  Next, since the inquiry progress status is “presentation” in S210 (S210-YES), in S211, the process control unit 121 stores the table (in which the presentation information storage unit 128 stores the keyword “Aiueo” as a key). Search FIG. 9). Then, the processing control unit 121 acquires a presentation moving image path “http: // xxxxxxx” corresponding to the keyword “aiueo”. Thereafter, the processing control unit 121 transmits the acquired presentation moving image path “http: // xxxxxxx” to the moving image distribution unit 111.

  Then, the moving image distribution unit 111 distributes the presentation moving image stored in the received presentation moving image path “http: // xxxxxxx” to the customer terminal 150 via the network 140.

  After the distribution is completed, the moving image distribution unit 111 transmits a notification that the distribution is completed to the processing control unit 121. After receiving the notification that the distribution is complete, the processing control unit 121 updates the inquiry progress status from “presentation” to “closing”. Furthermore, the process control unit 121 updates the corresponding sales history in the customer information storage unit 124 to the latest date and updates the inquiry progress status to “closing”.

  Next, since the inquiry progress status is “Closing” in S212 (S212—YES), in S213, the processing control unit 121 uses the keyword “Aiueo” as a key in the table stored in the closing information storage unit 129 ( Search FIG. Then, the processing control unit 121 obtains an answer “Tatsuteto” corresponding to the keyword “Aiueo”. Thereafter, the process control unit 121 transmits the acquired answer “Tatsuteto” to the voice recognition unit 112.

  Then, the voice recognition unit 112 generates voice output information for outputting the content of the answer “Tatetsuto” by voice based on the received answer “Tatetsuto”, and outputs the voice output information via the network 140. Information is transmitted to the customer terminal 150.

  After the transmission of the voice output information is completed, the voice recognition unit 112 transmits a notification that the transmission of the voice output information is completed to the processing control unit 121. After receiving the notification that the transmission of the audio output information is completed, the process control unit 121 updates the inquiry progress status from “closing” to “order received”. Furthermore, the process control unit 121 updates the corresponding sales history in the customer information storage unit 124 to the latest date, and updates the inquiry progress status to “order received”.

  Next, in S214, since the voice recognition unit 112 has not received a new inquiry from the customer (S214-NO), the process proceeds to S215.

  Next, since the inquiry progress status is “order received” in S215 (S215-YES), in S216, the process control unit 121 stores the table (in which the order information storage unit 130 stores the keyword “Aiueo” as a key ( Search FIG. 11). Then, the process control unit 121 acquires the contract screen path “http: // AAAAAAA” corresponding to the keyword “Aiueo”. Thereafter, the processing control unit 121 transmits the acquired contract screen path “http: // AAAAAAA” to the content distribution unit 113.

  Then, the content distribution unit 113 distributes information for generating the contract screen stored in the received contract screen path “http: // AAAAAAA” to the customer terminal 150 via the network 140.

  After the distribution is completed, the content distribution unit 113 transmits a notification that the distribution is completed to the processing control unit 121. After receiving the notification that the distribution is complete, the processing control unit 121 updates the inquiry progress status from “order received” to “order completed”. Furthermore, the process control unit 121 updates the corresponding sales history in the customer information storage unit 124 to the latest date, updates the inquiry progress status to “closing”, and ends the process.

<Process (2): Keyword extraction process>
FIG. 3 is a diagram illustrating an example of a processing flow of keyword extraction processing in the present system.

  First, in S301, the request reception unit 114 transmits the customer ID and the inquiry information to the processing control unit 121.

  In step S <b> 302, the process control unit 121 searches the customer information storage unit 124 using the received customer ID and inquiry information as a key to determine whether or not there is a corresponding business history. If there is a corresponding sales history (302-YES), the process proceeds to S303. On the other hand, if there is no corresponding sales history (S302-NO), the process proceeds to S304.

  Next, in S303, the process control unit 121 acquires a sales history corresponding to the key used for the search in S302. And the process control part 121 hold | maintains the acquired business history.

  Next, in S304, the process control unit 121 searches the customer information storage unit 124 using the customer ID and the inquiry information as a key to determine whether there is a corresponding inquiry progress status. When there is a corresponding inquiry progress status (S304-YES), the process proceeds to S305. On the other hand, when there is no corresponding inquiry progress status (NO in S304), the process control unit 121 sets the inquiry progress status as “product introduction”, holds the set inquiry progress status, and proceeds to S306.

  Next, in S305, the process control unit 121 acquires the inquiry progress status corresponding to the key used for the search in S304. Furthermore, the process control unit 121 holds the acquired inquiry progress status.

  In step S <b> 306, the process control unit 121 transmits the business history, the inquiry information, and the inquiry progress status to the learning unit 122.

  Next, in S307, the learning unit 122 divides the received inquiry information into a plurality of words. Then, the learning information storage unit 123 is searched using the divided words, the sales history, and the inquiry progress as keys.

  Next, in S308, the learning unit 122 determines whether or not the keyword with the largest number of matching cases has been identified by the key used in the search in S307 (words obtained by dividing the inquiry information, sales history, and inquiry progress status). Determine whether. If the keyword can be specified (S308-YES), the process proceeds to S309. On the other hand, when a keyword cannot be specified (S308-NO), it progresses to the learning process (after-mentioned FIG. 4A, FIG. 4B) of S310.

  In step S <b> 309, the identified keyword is acquired, and the acquired keyword is transmitted to the processing control unit 121.

  Hereinafter, the processing flow of the keyword extraction process described above will be specifically described on the assumption that the customer ID is “1234” and the inquiry information is “Aiueo AAA”.

  First, in S <b> 301, the request reception unit 114 transmits the customer ID “1234” and the inquiry information “Aiueo AAA” to the processing control unit 121.

  Next, in S302, the process control unit 121 searches the table (FIG. 5) stored in the customer information storage unit 124 using the received customer ID “1234” and the inquiry information “Aiueo AAA” as keys. As a result of the search, the corresponding sales history “2012/06/07” is confirmed (S302-YES), and the process proceeds to S303.

  In step S <b> 303, the processing control unit 121 acquires the corresponding sales history “2012/06/07” from the customer information storage unit 124. Then, the process control unit 121 stores the acquired sales history “2012/06/07”.

  Next, in S304, the process control unit 121 searches the table (FIG. 5) stored in the customer information storage unit 124 using the customer ID “1234” and the inquiry information “Aiueo AAA” as keys. As a result of the search, the corresponding inquiry progress status “presentation” is confirmed (S304—YES), and the process proceeds to S305.

  In step S <b> 305, the processing control unit 121 acquires a corresponding inquiry progress status “presentation”. Then, the process control unit 121 stores the acquired inquiry progress “presentation”.

  In step S <b> 306, the processing control unit 121 transmits the sales history “2012/06/07”, the inquiry information “Aiueo AAA”, and the inquiry progress “presentation” to the learning unit 122.

  Next, in S307, the learning unit 122 divides the received inquiry information “Aiueo AAA” into a plurality of words “Aiueo” and “AAA”. Then, the divided word “Aiueo”, sales history “2012/06/07”, inquiry progress “presentation” and “AAA”, sales history “2012/06/07”, inquiry progress “presentation” "Is used as a key to search the table (FIG. 12) stored in the learning information storage unit 123.

  Next, in S308, the learning unit 122 determines whether or not the keyword with the largest number of matching cases has been identified using the key used for the search in S307. Then, it is determined that the keyword “Aiueo” with the largest number of matching cases has been identified (S308—YES), and the process proceeds to S309.

  In S309, the learning unit 122 acquires the keyword “Aiueo”. Then, the acquired keyword “Aiueo” is transmitted to the process control unit 121.

<Process (3): Learning process>
4A and 4B are diagrams illustrating an example of a processing flow of learning processing in the present system.

  First, in S401, the process control unit 121 determines whether or not the inquiry progress status is “product introduction”. If the inquiry progress status is “product introduction” (S401—YES), the process proceeds to S402. On the other hand, if the inquiry progress is not “product introduction” (S401-NO), the process proceeds to S404.

  In S402, the process control unit 121 acquires introduction material paths for all products from a storage unit (not shown). Then, the acquired introduction material paths for all products are transmitted to the content distribution unit 113. Then, the content distribution unit 113 distributes the received introduction material paths for all products to the customer terminal 150. Then, the customer terminal 150 accepts selection of one introduction material path from the introduction material paths of all delivered products. The customer terminal 150 transmits the introduction material path that has received the selection to the request reception unit 114. Then, the request reception unit 114 transmits the introduction material path received from the customer terminal 150 to the content distribution unit 113 and the processing control unit 121. Thereafter, the content distribution unit 113 distributes the introduction material stored in the introduction material path received from the request reception unit 114 to the customer terminal 150 via the network 140.

  Next, in S403, the processing control unit 121 uses each word obtained by dividing the inquiry information as a keyword, and stores the introduction material path in the introduction information storage unit 125 in association with each keyword. Further, the process control unit 121 stores the keyword ID as a word in the learning information storage unit 123 in association with the customer ID, the inquiry progress status, and the sales history for each word.

  After the distribution is completed, the content distribution unit 113 transmits a notification that the distribution is completed to the processing control unit 121. After receiving the notification that the distribution has been completed, the process control unit 121 updates the inquiry progress status from “product introduction” to “hearing”.

  In step S <b> 404, the process control unit 121 determines whether the inquiry progress status is “hearing”. When the inquiry progress status is “hearing” (S404-YES), the process proceeds to S405. On the other hand, if the inquiry progress is not “hearing” (S404-NO), the process proceeds to S407.

  In step S <b> 405, the process control unit 121 transmits a request to start recording to the voice recognition unit 112. After receiving the recording start request, the voice recognition unit 112 starts recording the interview contents to the customer and the sales response to the interview contents. Then, the voice recognition unit 112 transmits the recorded customer interview content and the sales response to the interview content to the processing control unit 121.

  Next, in S406, the process control unit 121 stores the answer to the received hearing and each word obtained by dividing the hearing content into a plurality of words in the hearing information storage unit 126 in association with each other as a keyword. Further, the process control unit 121 stores the keyword ID as a word in the learning information storage unit 123 in association with the customer ID, the inquiry progress status, and the sales history for each word. The process control unit 121 updates the inquiry progress status from “hearing” to “suggestion” after receiving from the voice recognition unit 112 a notification to the customer that the hearing and answer to the hearing have been completed.

  In step S <b> 407, the process control unit 121 determines whether the inquiry progress status is “suggestion”. If the inquiry progress is “proposal” (S407-YES), the process proceeds to S408. On the other hand, if the inquiry progress is not “proposal” (S407-NO), the process proceeds to S410.

  Next, in S408, the process control unit 121 acquires the proposal material paths for all products from a storage unit (not shown). Then, the obtained proposal material paths for all products are transmitted to the content distribution unit 113. Then, the content distribution unit 113 distributes the received proposal material paths for all products to the customer terminal 150. Then, the customer terminal 150 accepts selection of one suggested material path from among the delivered material proposed material paths. Thereafter, the customer terminal 150 transmits the proposed material path whose selection has been received to the request reception unit 114. Then, the request reception unit 114 transmits the proposal material path received from the customer terminal 150 to the content distribution unit 113 and the processing control unit 121. Thereafter, the content distribution unit 113 distributes the proposal material stored in the proposal material path received from the request reception unit 114 to the customer terminal 150 via the network 140.

  Next, in S409, the process control unit 121 associates the proposal material path received from the request reception unit 114 with each word obtained by dividing the inquiry information as a keyword and stores it in the proposal information storage unit 127. Further, the process control unit 121 stores the keyword ID as a word in the learning information storage unit 123 in association with the customer ID, the inquiry progress status, and the sales history for each word. After the distribution is completed, the content distribution unit 113 transmits a notification that the distribution is completed to the processing control unit 121. After receiving the notification that the distribution has been completed, the processing control unit 121 updates the inquiry progress status from “suggestion” to “presentation”.

  Next, in S410, the processing control unit 121 determines whether or not the inquiry progress status is “presentation”. When the inquiry progress is “presentation” (S410—YES), the process proceeds to S411. On the other hand, if the inquiry progress is not “presentation” (S410-NO), the process proceeds to S413.

  In step S411, the process control unit 121 acquires presentation video paths for all products from a storage unit (not shown). Then, the acquired presentation video path of all products is transmitted to the video distribution unit 111. The moving image distribution unit 111 distributes the received presentation moving image paths of all products to the customer terminal 150. Then, the customer terminal 150 accepts selection of one presentation video path from the distributed presentation video paths of all products. Then, the customer terminal 150 transmits the presentation moving image path that has received the selection to the request reception unit 114. Then, the request reception unit 114 transmits the presentation video path received from the customer terminal 150 to the video distribution unit 111 and the processing control unit 121. Then, the moving image distribution unit 111 distributes the presentation moving image stored in the presentation moving image path received from the request reception unit 114 to the customer terminal 150 via the network 140.

  In step S412, the processing control unit 121 stores the presentation moving image path received from the request reception unit 114 in association with each word obtained by dividing the inquiry information as a keyword in the presentation information storage unit 128. Further, the process control unit 121 stores the keyword ID as a word in the learning information storage unit 123 in association with the customer ID, the inquiry progress status, and the sales history for each word. After the distribution is completed, the moving image distribution unit 111 transmits a notification that the distribution is completed to the processing control unit 121. After receiving the notification that the distribution is completed, the processing control unit 121 updates the inquiry progress status from “presentation” to “closing”.

  Next, in S413, the process control unit 121 determines whether the inquiry progress status is “closing”. When the inquiry progress status is “closing” (S413-YES), the process proceeds to S414. On the other hand, when the inquiry progress is not “closing” (S413—NO), the process proceeds to S416.

  Next, in S414, the process control unit 121 transmits a request to start recording to the voice recognition unit 112. After receiving the recording start request, the voice recognition unit 112 starts recording the interview contents to the customer and the sales response to the interview contents. Then, the voice recognition unit 112 transmits the recorded customer interview content and the sales response to the interview content to the processing control unit 121.

  Next, in S415, the processing control unit 121 associates the received answer to the hearing with each word obtained by dividing the hearing content as a keyword and stores it in the closing information storage unit 129. Further, the process control unit 121 stores the keyword ID as a word in the learning information storage unit 123 in association with the customer ID, the inquiry progress status, and the sales history for each word. The process control unit 121 updates the inquiry progress status from “closing” to “order received” after receiving from the voice recognition unit 112 a notification that the hearing to the customer and the answer to the hearing have been completed.

  Next, in S416, the process control unit 121 determines whether or not the inquiry progress status is “order received”. When the inquiry progress status is “order received” (S416-YES), the process proceeds to S417. On the other hand, when the inquiry progress is not “order received” (S416-NO), the learning process is terminated.

  Next, in S417, the processing control unit 121 acquires all the contract screen paths from the storage unit, and distributes an image displaying all the acquired contract screen paths to the customer terminal 150. Customer terminal 150 accepts selection of one contract screen path from all displayed contract screen paths. Then, the customer terminal 150 transmits the contract screen path whose selection has been received to the request receiving unit 114. Thereafter, the request reception unit 114 transmits the contract screen path received from the customer terminal 150 to the content distribution unit 113 and the processing control unit 121. Then, the content distribution unit 113 distributes information for generating a contract screen stored in the contract screen path received from the request reception unit 114 to the customer terminal 150 via the network 140.

  Next, in S418, the process control unit 121 stores the contract screen path received from the request reception unit 114 in association with each word obtained by dividing the inquiry information as a keyword in the order information storage unit 130. Further, the process control unit 121 stores the keyword ID as a word in the learning information storage unit 123 in association with the customer ID, the inquiry progress status, and the sales history for each word. After the distribution is completed, the content distribution unit 113 transmits a notification that the distribution is completed to the processing control unit 121. After receiving the notification that the distribution has been completed, the process control unit 121 updates the inquiry progress status from “order received” to “order received completed”, and ends the process.

  In the following, the customer ID is “1234”, the inquiry information is “UEO ABC”, the inquiry progress is “order received”, and the selected contract screen path is “http: // ◎◎◎◎◎◎◎” Based on the above, the process flow of the keyword extraction process described above will be specifically described.

  First, in S401, since the inquiry progress status is not “product introduction” (S401—NO), the process proceeds to S404.

  Next, in S404, since the inquiry progress status is not “hearing” (S404-NO), the process proceeds to S407.

  Next, in S407, since the inquiry progress is not “proposal” (S407-NO), the process proceeds to S410.

  Next, in S410, since the inquiry progress is not “presentation” (S410-NO), the process proceeds to S413.

  Next, in S413, since the inquiry progress is not “closing” (S413—NO), the process proceeds to S416.

  Next, in S416, since the inquiry progress status is “order received” (S416-YES), the process proceeds to S417.

  Next, in S417, the processing control unit 121 transmits all the contract screen paths acquired from the storage unit (not shown) to the content distribution unit 113. The content distribution unit 113 distributes an image displaying all received contract screen paths to the customer terminal 150. The customer terminal 150 transmits the contract screen path “http: // ◎◎◎◎◎◎◎”, which has received the selection, to the request receiving unit 114. Then, the request reception unit 114 transmits the contract screen path “http: // ◎◎◎◎◎◎◎” received from the customer terminal 150 to the content distribution unit 113 and the processing control unit 121. Thereafter, the content distribution unit 113 sends information for generating a contract screen stored in the contract screen path “http: // ◎◎◎◎◎◎◎” received from the request reception unit 114 via the network 140. To the customer terminal 150.

  Next, in S418, the process control unit 121 stores the keywords “UEO” and “ABC” in association with the contract screen path “http: // ◎◎◎◎◎◎◎” in the order information storage unit 130, respectively. To do. Further, the processing control unit 121 uses the keywords “Ueo” and “ABC” as words, and stores the learning information storage in association with the customer ID “1234”, the inquiry progress “order”, and the sales history for each word. Store in the unit 123. After the distribution is completed, the content distribution unit 113 transmits a notification that the distribution is completed to the processing control unit 121. After receiving the notification that the distribution has been completed, the process control unit 121 updates the inquiry progress status from “order received” to “order received completed”, and ends the process.

  Here, in the sales support method and program of the present invention, S201 corresponds to the inquiry information transmission step, S306, S307, S308, and S309 correspond to the keyword specifying step, and S203, S204, S205, S206, S208, S209, S210, S211, S212, S213, S215, and S216 correspond to the response information transmission step, S204, S206, S209, S211, S213, and S216 correspond to the response step, and S402, S405, S408, S411, S414, and S417 include This corresponds to the response information receiving step, and S403, S406, S409, S412, S415, and S418 correspond to the learning step.

<Effects of the present embodiment>
According to the business support system in the present embodiment described above, it is possible to provide a technique for automatically performing an appropriate response when a customer accesses the customer response server 110.

  Further, when a customer accesses the customer correspondence server 110, it is possible to provide a technique for automatically performing an appropriate response according to the progress of the inquiry with the customer.

  Further, according to the sales support system of the present embodiment, when the learning unit 122 cannot identify one keyword from the inquiry information, each word obtained by dividing the inquiry information is used as a keyword, and response information is associated with each keyword. By memorizing, the accuracy of sales activities can be improved.

  As mentioned above, although the invention made | formed by this invention was concretely demonstrated based on embodiment, this invention is not limited to the said embodiment, It can change variously in the range which does not deviate from the summary. Needless to say.

  The present invention has an excellent effect that an appropriate response can be automatically performed when a customer accesses the customer response server 110, and can also be applied to a sales support system, method, and program.

110 Customer Response Server 111 Video Distribution Unit 112 Voice Recognition Unit 113 Content Distribution Unit 114 Request Accepting Unit 120 Sales Process Execution Server 121 Processing Control Unit 122 Learning Unit 123 Learning Information Storage Unit 124 Customer Information Storage Unit 125 Introduction Information Storage Unit 126 Hearing Information Storage unit 127 Proposal information storage unit 128 Presentation information storage unit 129 Closing information storage unit 130 Order information storage unit 140 Network 160 Response unit 170 Response information storage unit

Claims (9)

A sales support system having a customer terminal, a customer support server connected to the customer terminal via a network, and a sales process execution server connected to the customer support server,
The customer-facing server has a request reception unit that transmits inquiry information indicating the contents of the inquiry from the customer received from the customer terminal to the sales process execution server,
The sales process execution server is:
A learning unit that identifies one keyword from the received inquiry information;
A response information storage unit for storing the keyword and response information for responding to the inquiry from the customer in association with each other;
A processing control unit that acquires the response information corresponding to the keyword received from the learning unit from the response information storage unit and transmits the acquired response information to the customer correspondence server;
The customer support server includes a response unit that performs a response to the customer terminal based on the response information received from the processing control unit. The sales support system according to claim 1,
The response information storage unit stores the keyword and the response information in association with each inquiry progress situation,
The processing control unit acquires the response information corresponding to the inquiry progress status and the keyword from the response information storage unit, and transmits the acquired response information to the customer support server. . The sales support system according to claim 1,
When the learning unit cannot identify one keyword from the inquiry information, the processing control unit uses the word obtained by dividing the inquiry information as a keyword, and receives the response information received from the request reception unit for each keyword. A sales support system characterized by being associated and stored in the response information storage unit. A sales support method in a sales support system comprising a customer terminal, a customer support server connected to the customer terminal via a network, and a sales process execution server connected to the customer support server,
Inquiry information transmission step of sending inquiry information indicating the contents of the inquiry from the customer received from the customer terminal to the sales process execution server by the customer correspondence server;
Response information storage for storing the keyword specifying step for specifying one keyword from the received inquiry information and the keyword and response information for responding to the inquiry from the customer in association with each other by the sales process execution server A response information transmitting step of acquiring the response information corresponding to the keyword specified in the keyword specifying step, and transmitting the acquired response information to the customer correspondence server;
A response step of responding to the customer terminal with a response corresponding to the customer information based on the response information. The sales support method according to claim 4,
The response information transmission step acquires and acquires the inquiry progress status and the response information corresponding to the keyword from the response information storage unit that stores the keyword and the response information in association with each inquiry progress status. The response information is transmitted to the customer service server. The sales support method according to claim 4,
A response information receiving step for receiving the response information when one keyword cannot be specified from the inquiry information in the keyword specifying step;
A learning step of storing each response information received in the response information reception step in association with the response information received in the response information reception step, with each word obtained by dividing the inquiry information as a keyword. A characteristic sales support method. A program for causing a computer of a sales support system to have a customer terminal, a customer correspondence server connected to the customer terminal via a network, and a sales process execution server connected to the customer correspondence server,
Inquiry information transmission step of sending inquiry information indicating the contents of the inquiry from the customer received from the customer terminal to the sales process execution server by the customer correspondence server;
Response information storage for storing the keyword specifying step for specifying one keyword from the received inquiry information and the keyword and response information for responding to the inquiry from the customer in association with each other by the sales process execution server A response information transmitting step of acquiring the response information corresponding to the keyword specified in the keyword specifying step, and transmitting the acquired response information to the customer correspondence server;
A program causing the computer to execute a response step of causing the customer-facing server to respond to the customer terminal based on the response information. The program according to claim 7, wherein
The response information transmission step acquires and acquires the inquiry progress status and the response information corresponding to the keyword from the response information storage unit that stores the keyword and the response information in association with each inquiry progress status. The response information is transmitted to the customer service server. The program according to claim 7, wherein
A response information receiving step for receiving the response information when one keyword cannot be specified from the inquiry information in the keyword specifying step;
A learning step in which each word obtained by dividing the inquiry information is used as a keyword and the response information received in the response information receiving step is associated with each keyword and stored in the response information storage unit. A program characterized by being executed.

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