JP2014194683A - Service support server, information processor and information processing method - Google Patents

Abstract

PROBLEM TO BE SOLVED: To flexibly and effectively associate a staff in charge via a network with a user terminal of the reference source of a contributed article to be noticed from the result of search for an article contributed from an SNS or the like.SOLUTION: A cloud server part 4 includes: a module memory part 43 for preliminarily storing a plurality of modules; and a communication control part 414 for downloading the modules to a client terminal 51. The module memory part 43 stores: a monitor module for searching for a contributed article: and an assign module for accepting an assign instruction for associating any staff with any article, and for associating a user terminal which has contributed the article in a state that a search result is displayed in a first display region of a display part 512 of the client terminal 51, and that a plurality of staffs are displayed in a second display region.

Description

  The present invention relates to an information processing technique for associating articles posted from a plurality of user terminals connected to one or a plurality of social networks with information processing apparatuses on the network.

  As communication services executed via the Internet, there are known bulletin boards, chats, blogs, and other social networking services (SNS: Social Networking Service) that enable these services in an organized manner. ing. For example, in SNS, postings (mails) of various contents are made by members who belong to a social network, and these posted articles can be viewed in principle among members. Therefore, it is required to analyze and evaluate the content of posted articles for service management.

  In Patent Literature 1, an email or the like is monitored to evaluate a user who conducts a transaction in a community formed on the Internet (paragraph 0015), and a “warning” is issued to the user according to the evaluation result. The configuration is described. Patent Document 2 provides information censorship and complaint handling when an opinion or impression of a slander is commented on another member's homepage posted on the LAN so that the member can view it. It is described to do.

  In addition to the above, in response to complaints, if there is a complaint (including negative remarks) contact or email at a corporate call center, etc., there is also a realistic complaint response that allows the customer service person to respond Has been done.

JP 2007-323604 A JP 2008-181472 A

  However, in Patent Document 1, the “warning” is performed by the system based on the evaluation result, and does not correspond to a complaint by linking a warning to a specific person in charge. Moreover, although patent document 2 has complaint processing, there is no description about a specific method.

  In the present invention, a posted article to be noted from a result of a search for an article posted from SNS or the like, or a staff member is flexibly and effectively associated with a source (user terminal) via a network. An object of the present invention is to provide a service support server device, an information processing method, and a device therefor.

  A service support server device according to the present invention is a service support server device for supporting an association between an article posted from a plurality of user terminals connected to one or a plurality of social networks and an information processing device on the network. A memory unit that stores in advance a plurality of modules that are downloaded and executed by the information processing device; and a module that receives a request from the information processing device and responds to the request from the memory unit. And a communication unit for downloading, the memory unit displays a search module for executing the article search process, and displays the searched article in a first display area of the display unit of the information processing apparatus. Each information of a plurality of staff registered in advance as attachment personnel is displayed on the second display of the display unit of the information processing apparatus. An assignment instruction for associating one of the staff information in the second display area with one of the articles in the first display area in a state of being displayed in the area; The assignment module for associating the article scheduled to be associated is stored in the communication terminal assigned to.

  According to the present invention, when an article extracted from a social network (SNS) is linked to an information processing terminal assigned to a staff member to be associated, the extracted article is a useful article. It becomes possible to use it for a desired and effective use such as distribution to other staff and making it known.

  The assignment module preferably accepts the assignment instruction and associates the user terminal that has posted the article to be associated with the communication terminal assigned to the staff to be associated. According to this, the staff in charge is flexibly and effectively associated with the source (user terminal) of the posted article to be noted from the search result for the article posted from the social network (SNS) via the network. be able to.

  Further, the search module includes an analysis module that performs an analysis related to the importance level for the searched article and sets an identification mark according to the importance level, and the assignment module includes the identification mark set by the analysis. Is preferably displayed in association with the article. According to this, since the identification mark indicating the importance is added to the searched article, the visibility with respect to the importance can be improved.

  The analysis module preferably includes an importance level changing module that receives an operation from the information processing apparatus and changes the importance level. According to this, by giving an instruction to change the degree of importance, versatility or actually a more compliant analysis becomes possible.

  The analysis module preferably feeds back a change result when the importance is changed by the importance change module. According to this, the accuracy of the analysis result of importance is improved by a so-called learning function.

  In addition, the analysis module includes an influence degree determination module that determines an influence degree on one of the user terminal and the article, and the assignment module displays a mark indicating the degree of influence corresponding to the article. It is preferable. According to this, the visibility of the degree of influence on the article is improved.

  Moreover, it is preferable that the said assignment module includes the attribute information of the staff in the information of the staff displayed in the second display area. According to this, it becomes more suitable for service support by increasing the judgment material for tying and improving the suitability of the tying staff. It can also be used for automatic selection.

  The assignment module preferably displays only posted articles from the designated social network when a source icon of the social network to be searched is selectively designated. According to this, it becomes possible to efficiently search for posted articles within a desired range on the social network. Moreover, if it is set as the aspect which carries out a social login, designation | designated operation of desired SNS will become easy.

  An information processing apparatus according to the present invention includes: a display unit that displays an image in an information processing apparatus that uses search results for articles posted from a plurality of user terminals connected to one or a plurality of social networks; On the screen, the result of searching for the article is displayed in the first display area, and the information of a plurality of staff registered in advance as linking personnel is displayed in the second display area. An assignment instruction unit for giving an instruction for associating one of the staff information in the second display area with one of the articles in the first display area; An assignment setting unit for associating the assigned communication terminal with the article to be associated is provided.

  An information processing method according to the present invention is an information processing method by an information processing apparatus that uses a search result for an article posted from a plurality of user terminals connected to one or a plurality of social networks. On the screen, the result of searching for the article is displayed in the first display area, and each information of a plurality of staff registered in advance as linking personnel is displayed in the second display area. An assignment instruction step for giving an assignment instruction for associating one of the staff information in the display area with one of the articles in the first display area; receiving the assignment instruction; An assignment setting step for associating the article to be associated with the communication terminal assigned to the staff. A.

  According to these, when the extracted article is a useful article, the article can be used for a desired and effective use such as distributing the article to other staff members to make it known.

  In addition, it is possible to support follow-up for a contributor of an article of interest by associating a user terminal that has posted the article to be associated with the communication terminal assigned to the staff to be associated.

  The information processing apparatus is connected to the service support server apparatus via a network, and necessary services are executed by downloading modules for processing.

  The present invention associates an article posted from a social network (SNS) with a communication terminal assigned to a staff member who is scheduled to be associated. It is possible to provide it for a desired and effective use such as distributing it to the public.

  In addition, the present invention allows the staff in charge to be flexibly and effectively associated with the source (user terminal) of the posted article to be noted from the search result for the article posted from SNS or the like via the network. Is possible.

1 is an overall configuration diagram showing an embodiment of a network system to which the present invention is applied. It is a block diagram which shows one Embodiment of a SNS server part. It is a block diagram which shows one Embodiment of a cloud server part. It is a block diagram which shows one Embodiment of the client terminal of a client part. It is a functional block diagram at the time of executing the posting module stored in the posting module memory of a cloud server part by the module execution part of a client terminal. It is a functional block diagram at the time of executing the monitor module stored in the monitor module memory of a cloud server part by the module execution part of a client terminal. It is a functional block diagram at the time of executing the assignment module stored in the assignment module memory of a cloud server part by the module execution part of a client terminal. It is a functional block diagram at the time of executing the case management module stored in the case management module memory of a cloud server part by the module execution part of a client terminal. It is a functional block diagram at the time of executing the intelligent mail module stored in the intelligent mail module memory of a cloud server part by an intelligent mail processing part. It is a flowchart explaining one Embodiment of the procedure of a posting process. It is a flowchart explaining one Embodiment of the procedure of a monitor process. It is a flowchart which shows an example of the procedure of an assignment process. It is a flowchart explaining one Embodiment of the procedure of a case management process. It is a flowchart which shows an example of the procedure of the user corresponding mail process I performed by designating a transmission destination in the posting process. It is a flowchart which shows an example of the procedure of the user corresponding | compatible mail process II performed by a posting process. It is a flowchart which shows an example of the process at the time of receiving the response mail with respect to the link request | requirement mail performed by the intelligent mail process part. It is a flowchart which shows an example of the procedure of the intelligent mail process performed by the intelligent mail process part. It is a figure which shows an example of an initial screen. It is a figure which shows an example of the screen after switching when the button of a contribution module is selected. It is a figure which shows an example of the screen after switching when the button of a monitor module is selected from the initial screen after login. It is a figure which shows an example of the screen of a search result. It is a figure which shows an example of the creation screen of an assignment request mail. It is a figure which shows an example of a case management mode screen.

  Hereinafter, this embodiment will be described. In addition, this embodiment does not unduly limit the contents of the present invention described in the claims. Further, not all of the configurations and functions described in the present embodiment are essential for the present invention.

  FIG. 1 is an overall configuration diagram showing an embodiment of a network system to which the present invention is applied. 1, a network system includes a network 1 such as the Internet, a plurality of user terminals 2, 2... Connected to the network 1, various SNS server units 3, 3,..., A cloud server unit 4, and a cloud server. Including one or a plurality of client units 5, 5.

  The cloud server unit 4 does not necessarily have to be a single unit, and may be provided in a different location by dividing the network server 4 as needed, for example, a database (storage) unit. The client unit 5 generally assumes a terminal group (a plurality of terminals) connected to, for example, a LAN (Local Area Network) such as a company, and includes a plurality of client terminals 51, 51. The plurality of client terminals 51 in the client unit 5 are controlled by the communication path via the router 50 so that communication between the network 1 side and other client terminals 51 in the LAN is enabled. Yes. The client unit 5 can communicate with the user terminals 2, 2... Via the network 1, and can search and browse data using a web site (not shown) and a browser. Further, the client unit 5 downloads and executes modules, which are various processing programs described later, prepared in the cloud server unit 4 as necessary, and stores the contents of the processing as memory of the cloud server unit 4 Is stored in a readable manner. Here, a module refers to a group of programs for executing a certain function. Details of the cloud server unit 4 and the client unit 5 will be described later.

  Various modes are assumed for the user terminal 2. The user terminal 2 is a mobile terminal (mobile phone, PHS terminal, smartphone, PDA, tablet terminal, etc.) or a personal computer (PC). The user terminal 2 is not limited to whether it is a personal property. Note that the user terminal 2 may be registered in the SNS server unit 3 or may not be registered. The unregistered user terminal 2 can post (write) on a bulletin board, chat, blog, etc., in addition to e-mail. The bulletin board is free to write and browse in principle, and can provide information and browse to an unspecified number of people. In the chat, texts typed in real time between two or more members are displayed on a terminal screen and communicated in conversation in real time. A blog is a website that is an entire web page operated in a specific domain, and is a diary-like website in which sentences and impressions written on various topics are arranged in time series.

  The SNS server part 3 constitutes a website that can participate as a member on the condition that it follows the introduction and operation rules of existing participants, etc., and only these members use e-mails, bulletin boards, chats, and blogs. It is a communication service that enables writing (posting articles) and browsing. As the SNS, Facebook (registered trademark), Twitter (registered trademark), YouTube (You Tube (registered trademark)), and the like are known.

  FIG. 2 is a block diagram showing an embodiment of the SNS server unit 3. In FIG. 2, the SNS server unit 3 includes a computer and includes a control unit 31 including a CPU (Central Processing Unit) and a memory unit 32 that is a storage for storing various data. The memory unit 32 stores an operation program memory 321 for storing various processing programs necessary for operating the SNS, screen data to be displayed on the terminal screen for the user terminal 2 and the client terminal 51 that have logged in, The screen creation instruction data memory 322 for the terminal in which the screen creation instruction data is stored, the member data memory 323 for storing SNS member data, and the web data for storing the contents of the web page on each member SNS in an update manner A memory 324 is included.

  The control unit 31 reads out a program from the operation program memory 321 to a work memory (RAM: Random Access Memory) (not shown) and executes it, thereby operating the SNS, that is, performing an SNS operation for controlling the above-described various service contents. It functions as a control unit 311, a member data management unit 312 that manages various member data, and a communication control unit 313 that performs data communication between the user terminal 2, the client terminal 51, and the cloud server unit 4.

  When registering in the SNS, the member data management unit 312 performs input or storage processing of personal information such as name, nickname, gender, and birthday, and further input or storage of login ID and password. The input data is stored in the member data memory 323 in association with each member.

  The SNS management control unit 311 controls a series of processes from login to logout by the member with respect to the SNS. The user terminal 2 includes a web browser capable of browsing a web page (HTML (HyperText Markup Language) format data). That is, when the SNS operation control unit 311 accesses the SNS URL of the SNS server unit 3 from a certain user terminal 2 or the like, and transmits the user name, password, and login ID, the member data management unit When the member 312 is authenticated as to whether or not the member is an appropriate member and the login of the member is successful, the SNS operation control unit 311 transmits the member's web page to the user terminal 2 of the member. The user terminal 2 displays the received web page of the member on the web browser. Then, mail processing, chat processing, and other processing (posting) are executed according to the input content from the member, and the input posted articles are stored in the web data memory 324. Further, the SNS operation control unit 311 reads and posts the posted articles of other members to the user terminal 2 and the client terminal 51 that have logged in.

  FIG. 3 is a block diagram showing an embodiment of the cloud server unit 4. In FIG. 3, the cloud server unit 4 includes a computer and includes a control unit 41 including a CPU and a memory unit 42 that is a storage for storing various data. The memory unit 42 includes a module memory (functional unit memory) unit 43 and a data memory unit 44 for each function.

  The control unit 41 includes an information processing unit 411 that executes predetermined information processing such as operation in the cloud server unit 4, and a program in the authentication module memory 431 in the module memory unit 43. ), The authentication unit 412 that authenticates the client unit 5 that has logged in, the intelligent mail processing unit 413 that executes the intelligent mail module described later, the client unit 5, each SNS server unit 3, and It functions as a communication control unit 414 that performs data communication with the user terminal 2 (if necessary). The cloud server unit 4 may be configured such that the client terminal 51 in the logged-in state communicates with the user terminal 2 that is a member via the SNS server unit 3 or can directly communicate with the user terminal 2. Good.

  The module memory unit 43 has a processing program (module) for each function. The authentication module memory 431 executes authentication processing, the posting module memory 432 executes posting processing, the monitor module memory 433 executes monitoring processing, and assignment processing. Are assigned module memory 434, case management module memory 435 for executing case management processing, and intelligent mail module memory 436 for executing intelligent mail processing. The processing contents of the posting module memory 432 to the case management module memory 435 will be described in detail with reference to FIGS. The processing contents of the intelligent mail module memory 436 will be described in detail with reference to FIG.

  The data memory unit 44 includes a client terminal screen / SNS data memory 441, a client data memory 442, a monitor data memory 443, an analysis data memory 444, an assignment data memory 445, an intelligent mail notification schedule memory 446, It has. Since all or part of the data memory unit 44 is assumed to require a large capacity, it is configured by a hard disk drive (HDD) and a solid state drive (SSD) as a database (storage) in addition to a normal memory. It is preferred that The memory unit 42 basically stores data so that it can be accessed for each client unit 5.

  The client terminal screen data / SNS memory 441 stores image data displayed on the screen of the client terminal 51 and the address data of each SNS registered as a member by the cloud server unit 4. It is preferable that the cloud server unit 4 basically registers as a member for all SNSs. As a result, the information processing unit 411 accesses all SNSs (so-called social login) from the client terminal 51 of the client unit 5 via the cloud server unit 4 and browses the web pages of other members of the SNS. , You can monitor, post, and send and receive emails.

  The client data memory 442 stores, for each client unit 5, data related to each client unit 5 that is a member of the cloud server unit 4 and is permitted to log in. The data relating to each client unit 5 includes data for identifying the client unit 5, domain address data for connecting the cloud server unit 4 and each client terminal 51 so as to be communicable, a password for client authentication, and a login ID Data.

  The monitor data memory 443 is a posted article from the user terminal 2 via the SNS server unit 3 and is extracted by a keyword search by a monitor module, which will be described later, executed on the client terminal 51 of any of the client units 5 Articles are stored individually corresponding to the client unit 5. The analysis data memory 444 is a lexicographic analysis database for performing sentence analysis of text data that is a posted article searched by a monitor module described later.

  The assignment data memory 445 is a client of personnel (hereinafter referred to as “staff”) prepared in advance as customer service personnel of staff in the business entity that operates the user terminal 2 and the client unit 5 that have posted the article of interest among the posted articles. The association result with the terminal 51 (association data) and the individual staff data (staff data) are stored. The assignment data memory 445 also individually stores history information such as e-mails exchanged as follow-ups between the associated staff and the user, and these data are also used in case management processing described later. It is done. The staff may be limited to members of a certain organization (customer service department) in the business entity, or may be a member of a wider organization or all employees. Further, as will be described later, the linking may be performed by a person in the marketing department within the business entity, or may be automatically selected for the monitor result. As will be described later, the intelligent mail notification schedule memory 446 determines a schedule for repeatedly sending a request mail when a response mail is not replied to a request mail to a staff member for associating (assignment) request. A transmission schedule is stored. The request mail may include SMS (Short Message Service). Details will be described later.

  FIG. 4 is a block diagram showing an embodiment of the client terminal 51 of the client unit 5. In FIG. 4, the client terminal 51 includes a computer and includes a control unit 51a including a CPU and a memory unit 51b that is a storage for storing various data. The client terminal 51 includes an input unit 511 including a mouse and a keyboard that can be input from the outside, and a display unit 512 including a liquid crystal display and a plasma display on which data acquired from the outside is displayed in addition to display of input data. I have.

  The control unit 51a creates a document (including an image) by executing a general-purpose program (not a cloud module application program downloaded from the cloud server unit 4 but a general-purpose application program) by the CPU. In addition, a general-purpose program execution unit 52 that creates a document for posting or displays an image on the screen of the display unit 512, and is downloaded to the cloud module memory 56 described later after logging in to the cloud server unit 4. A module execution unit 53 that executes the program of the cloud module, and a communication processing unit 54 that communicates with the cloud server unit 4, the user terminal 2, etc. via the network 1, and a site (not shown) connected to the network 1. Function.

  The memory unit 51 b stores the client terminal 51 in a mode in which it does not log in to the cloud server unit 4, the general-purpose program memory 55 that stores various programs for text creation, image display, and the like in normal use, and the cloud server unit 4 A cloud module memory 56 to which a module program from the cloud server unit 4 is downloaded when logged in, and a work memory 57 for temporarily storing data being processed are provided.

  5 to 8 are block diagrams illustrating the processing contents of each module stored in the module memory unit 43 of the cloud server unit 4. Each block shown in FIGS. 5 to 8 is downloaded to the cloud module memory 56 of the client terminal 51 of the client unit 5 and executed by the module execution unit 53 of the client terminal 51. Accordingly, FIGS. 5 to 8 will be described as module processing in a state downloaded to the client terminal 51.

  FIG. 5 is a functional block diagram when the posting module stored in the posting module memory 432 of the cloud server unit 4 is executed by the module execution unit 53 of the client terminal 51. Posting is performed at the client terminal 51. That is, posting is made to the SNS server unit 3 via the cloud server unit 4, and further to the specific user terminal 2 via the SNS server unit 3.

  In FIG. 5, the module execution unit 53 executes the downloaded posting module by the CPU of the control unit 51 a, so that the posting mode screen reading processing unit 5311, the SNS selection processing unit 5312, the posting processing unit 5313, the data It functions as a storage processing unit 5314.

  The posting mode screen reading processing unit 5311 displays a screen as shown in FIG. 19 on the display unit 512 of the client terminal 51, for example.

  The screen 6 of the display unit 512 displays a module selection screen on which buttons corresponding to each module are displayed as, for example, an initial screen (see FIG. 18) after logging in to the cloud server unit 4. In FIG. 18, for example, a logout instruction button or the like is omitted. FIG. 19 shows an example of a screen after switching when the button of the posting module is selected from the initial screen.

  In FIG. 19, on the screen 6 of the posting module, a posted article input window 611 at the approximate center of the screen, a posting destination (Post) list display area 612 on the upper side of the screen, and a processing button display area 613 on the lower side of the screen are arranged. The posted article input window 611 is an area in which posted articles created by operating the input unit 511 are displayed. The posting destination list display area 612 is an area for designating a posting destination. The posting destination includes an SNS registered in advance by the cloud server unit 4 as a member. That is, each client terminal 51 of the client unit 5 can be connected to the SNS registered by the cloud server unit 4 without a special operation such as social login in an aspect in which the system of the cloud server unit 4 is used. For example, the cloud server unit 4 has a social login function, that is, a function capable of logging in to the registration target SNS with the social media account address that is the SNS described above. Therefore, when a module such as posting is executed by the client terminal 51 of the client unit 5 after logging in to the cloud server unit 4, the cloud server unit 4 can automatically log in to the corresponding SNS. Executed. A process of social login is set so that a corresponding SNS is selected and designated by pressing a desired button among buttons (or icons) corresponding to each SNS in the posting destination list display area 612. Done.

  In the processing button display area 613, a posting instruction button for instructing posting, a storage button for instructing to store article contents in the cloud server unit 4, and a cancel button for instructing cancellation of posting and storage are arranged from the left side. ing.

  Note that an instruction for a button displayed on the screen 6 can be performed using a general operation method, that is, a cursor image (not shown) that can move within the screen 6 and a confirmation key. Alternatively, as is well known, a touch panel structure (one embodiment of the input unit 511) in which a transparent pressure-sensitive element or the like is stretched on the screen 6 is used, and the detected pressing position and buttons on the screen 6 are set in advance. It is also possible to determine which button has been pressed from the information on the displayed coordinates.

  The SNS selection processing unit 5312 receives the operation content of the input unit 511 and performs a process of selecting a button indicating a posting destination displayed in the posting destination list display area 612. If there is no selection as a de facto, all SNSs may be selected, or vice versa.

  The post processing unit 5313 receives the operation content of the input unit 511, displays the input text on the post article input window 611, and further receives the press of the post instruction button in the processing button display area 613 to perform the post processing. .

  The data storage processing unit 5314 receives an operation to the storage button in the processing button display area 613 and writes the SNS selection content and the posted content in the client data memory 442 of the cloud server unit 4. If the cancel button is pressed, processing by the posting processing unit 5313 and the data storage processing unit 5314 is cleared.

  Note that the “x” mark in the upper right of the screen 6 instructs to return from the current screen to the previous screen or to the initial screen in FIG.

  FIG. 6 is a functional block diagram when the monitor module stored in the monitor module memory 433 of the cloud server unit 4 is executed by the module execution unit 53 of the client terminal 51. Here, the monitor module searches for a posted article from the user terminal 2 that is a member of the SNS server unit 3 under a predetermined condition, performs a predetermined analysis process, and displays the result on the screen 6. It is. This monitoring process can be used for various purposes, but in addition to monitoring the social reputation of our products and services, it can also be used to find useful posts and circulate them within related departments. .

  In FIG. 6, the module execution unit 53 executes the downloaded monitor module with the CPU of the control unit 51 a, so that a monitor mode screen read processing unit 5321, a search condition setting processing unit 5322, a search processing unit 5323, It functions as an analysis processing unit 5324, a search result display processing unit 5325, an analysis result change processing unit 5326, and a data storage processing unit 5327.

  The monitor mode screen read processing unit 5321 displays the screen 6 as shown in FIG. 20 on the display unit 512 of the client terminal 51 as an example. In FIG. 20, screen 6 shows an example of the screen after switching when the button of the monitor module is selected from the initial screen after login. Note that the monitor mode screen read processing unit 5321 also displays the screen 6 as shown in FIG. 21 after the search.

  In FIG. 20, on the monitor module screen 6, in order from the top, for example, a keyword input field 621, an exclusion condition input field 622, a geographic condition input field 623, attention conditions (restriction conditions) for further selective narrowing, for example, An attention condition setting field 624 for conditions relating to the state of emotion and a search source selection field 625 are arranged. At the bottom, a processing button display area 626 having a storage button, a cancel button, a confirmation button, and the like is provided. At the top, an “x” button for returning from the monitor module to the previous screen or the initial screen is displayed. In the keyword input field 621, for example, “Holiday Sales” is input as a keyword. Alternatively, keywords related to products and services provided by the company may be input to find out what the latest evaluation and reputation are on the social network. The attention condition setting field 624 shows a classification field when emotionally identifying the content of a posted article, for example, a selection field for positive, neutral, and negative. The posted article searched by the keyword or the like is subjected to analysis processing by the analysis processing unit 5324 as will be described later.

  The search source selection field 625 is a selection screen for various SNSs registered by the cloud server unit 4 to enable social login. The selection status of the SNS may be, for example, a state where all are selected as a de facto, or vice versa. The search range is a posted article of the user terminal 2 of the selected SNS member.

  The search condition setting processing unit 5322 receives an operation of the input unit 511 and sets search conditions for a posted article. Search conditions include the keywords, exclusion conditions, geographic conditions, attention conditions (restriction conditions), and search sources described above. The search condition is preferably a search source other than a keyword, and more preferably an attention condition (restriction condition). Other search conditions are preferably adopted as necessary.

  When the “OK” button in the processing button display area 626 is selected in a state where search conditions and the like are set, the search processing unit 5323 executes the web browser and performs search processing. The search process is basically the same process as a general literature search. For example, the same term as the search condition term is collated in the posted article posted through each SNS, and the matching term is searched. This is to extract the posted articles including. As for the geographical conditions adopted as necessary, a map may be built in and it may be determined whether the place name satisfies the conditions in the map.

  The analysis processing unit 5324 performs a predetermined sentence analysis using the database of the analysis data memory 444 of the cloud server unit 4 for the posted articles extracted as a result of the search. Here, emotion analysis is executed as one aspect of the analysis processing. That is, it is important for the development of products and services to analyze the emotion from the posted articles of the user and know the user's psychology, especially the evaluation of the user, the reputation and the user's preference in the case of a company. The emotion analysis is executed as follows as an example. In this embodiment, the database of the analysis data memory 444 has three sentence databases as sentence examples indicating emotional states and one term score database. The emotional state is classified into three types of aggressiveness, neutrality, and depolarization, and the relevance or probability is indicated by% ratio (hereinafter referred to as score). The three sentence databases are divided and stored as examples of sentences corresponding to the above-mentioned positiveness, neutrality, and negative polarity. Each sentence example is pre-registered as a sample and added as an example as appropriate. Including One term score database contains a large number of terms (preferably including idioms), and for each term, the applicability of positive, neutrality, depolarization, etc. Set by score. For example, in the case of the term “sweet”, the score is set such that the aggressiveness is 60%, the neutrality is 30%, and the depolarity is 10%. For example, in the case of the term “stop”, the aggressiveness is 10 %, Neutrality is 20%, and depolarization is 70%. In the present embodiment, the score setting is basically calculated according to which category of the sentence database of the aggressiveness, neutrality, and depolarization the sentence including the term is stored. For example, in the above-mentioned example of “sweet”, if there are 10 sentences including “sweet” in total, 6 sentences in the sentence database of “aggressiveness” are written in the sentence database of “neutral” classification. Means that one exists in the sentence database of the “depolarization” category. Applicability and the like can be further improved by appropriately adding the referenced text as an example. This system uses a network such as the Internet, and when targeting users all over the world, the language of sentences and terms registered in the database is not limited to English, but also Japanese and other languages. May be included.

  Then, the analysis process is performed for each term by extracting the term from each retrieved posted article. That is, for each term extracted from the sentence to be analyzed, the scores of each category of positive, neutral and negative polarity are accumulated (added) for each category, and the cumulative value finally becomes the maximum. The emotional state of the selected category is set as the corresponding emotion category. It should be noted that it is also preferable to increase the accuracy by employing a method of using the score for each category for two consecutive terms instead of or in addition to the analysis in terms of terms. For example, when there is a sentence including "... very sweet ...", "sweet ..." and "very sweet" are considered. Further, the number of analysis result categories is not limited to three, and may be two categories of presence / absence of “depolarization” as a target of interest. In addition, other known methods can be employed for the analysis instead of the method of the present embodiment. The analysis is not limited to emotions, and various elements can be adopted depending on the purpose of the monitor.

  The result analyzed by the analysis processing unit 5324 is displayed on the screen 6 as attention content. The display mode can be easily recognized by the presence / absence of the mark indicating the emotion classification, for example, by using the difference in display form (including change in color, brightness, size change, blinking, etc.) Also good. Or, the target of interest is identified by the mark indicating whether it falls under the “depolarization” category, because it is considered that it falls under the “depolarization” category, typically in cases where user interaction is required. It is good also as a mode to display.

  The search result display processing unit 5325 displays the posted articles, which are the search results, in chronological order and displayed on the screen 6 in a list.

  The analysis result change processing unit 5326, when the posted article is read by the operator of the client terminal 51 and it is determined that the analysis result is not valid, for example, the mark indicating the emotion classification is “aggressiveness” other than “depolarity”. ”Or“ Neutral ”, but if the posted article seems to fall under“ reversal ”(or vice versa), the operator will prompt you to change the relevance It is possible to change the relevance by operating. For example, the analysis result change processing unit 5326 performs a process of receiving a press of a display area of a mark indicating a division and changing to a designated division. Further, the analysis result change processing unit 5326 stores the posted article whose category has been changed in the sentence database of the category that has been changed as the attention case base, and recalculates the score of each term included in the sentence in the term score database. Execute the process. As described above, the score related to the emotional nature of the term can be changed, that is, learned in a more realistic manner with reference to the case base, so that accuracy can be improved each time the cloud server unit 4 is executed.

  FIG. 21 is a diagram illustrating an example of a search result screen. In the screen 6 shown in FIG. 21, the central portion in the left-right direction is a display window 631 for arranging the searched posted articles up and down in chronological order. A header window 632 is displayed at the top of the display window 631. In addition to the keyword display field 6321, the header window 632 includes an assignment presence / absence display field 6322, an aggressiveness display field 6323, and a depolarization display field 6324 as legends. The keyword display field 6321 exemplifies “Holiday Sales” corresponding to FIG. “Assigned” is displayed in the assignment presence / absence display field 6322, and the positiveness display field 6323 displays a mark indicating that the aggressiveness is easily visible, and here, the “star” mark is displayed so as to be identifiable by the presence / absence. The For example, there are different colors such as chromatic and achromatic. In the negative polarity display column 6324, a predetermined mark that impresses that it is notable (Watch Out), here, an exclamation mark “!” Mark, is displayed so that it can be identified by the presence or absence of the mark. The For example, there are different colors such as chromatic and achromatic. That is, in this embodiment, the chromatic “star” mark corresponds to “aggressiveness”, the chromatic “!” Mark corresponds to “depolarization”, and none of them, that is, both marks When neutral, it corresponds to “neutral”. On the other hand, when the “star” mark and the “!” Mark are designated by the input unit 511, the display color is reversed, that is, the corresponding property is changed. This change is processed as described above by the analysis result change processing unit 5326.

  In the display window 631, a plurality of posted articles are displayed in the vertical direction. By instructing the operation unit 512 to scroll downward, it is possible to browse older posted articles. Each article displays, in principle, the user's image, the title of the posted article, the name, the article text, the posting time, and the like. Information corresponding to the legend is displayed in the display frame of each article. For example, the top article, which is the latest post, has a chromatic color “!” Mark displayed in the “Watch Out” column. In the second article from the top, the “star” mark is displayed in chromatic colors.

  In the uppermost article, an “influence” notation column 6311 and a “VIP” notation column 6312 are displayed in characters on the left side of the first line. "Influence" is judged from the number of postings, the posting frequency, or the posting contents as necessary, and indicates that this user has a high influence on other users. The determination of “influence” is the number of times, frequency, etc., and by logging such information, it is automatically selected from the address, name, etc., and the memory unit of the cloud server unit 4, for example, the analysis data memory 444. Keep in. “VIP” indicates that this user has a high influence on society. The judgment of “VIP” is whether it is a celebrity or a celebrity. A “VIP” list is prepared in advance or as appropriate by address or name, and the searched address or name and “VIP” By collating with the list, the data is stored in the memory unit of the cloud server unit 4, for example, the analysis data memory 444. Alternatively, an aspect in which the operator performs an operation of judging and assigning the “VIP” mark may be used.

  For example, the top posted article has an “Assigned to Simon...” Notation column 6313 on the right side of the first line. “Simon…” is one of the staff. Although this display is not directly related to the display of the search result, it is shown that the staff assigned to the user is handling the user. It can be seen that staff members are already assigned to the 4th and 6th posts. The assignment process will be described later.

  In addition, a mark 6314 indicating the source of the article, that is, the source is written at an appropriate position in the display column of each article, for example, at the left end of the first line. The second article turns out to be Twitter (registered trademark). In the example of FIG. 21, as other articles, posted articles not via SNS are searched in addition to those posted via various SNSs. As described above, the monitoring process may be performed while being limited to any SNS, or may be performed such that the search range is not limited within the SNS. Since the posted article from any SNS can be easily recognized by the source mark 6314, there is an advantage that it is easy to take measures against rumors and reputation by watching the source mark of the related article.

  In FIG. 21, a staff list display field 633 is displayed on the left side of the screen 6. The staff list display field 633 is not displayed on the screen that simply displays the search results. That is, with the search result screen instructed to shift to an assignment process described later, the screen is switched to a screen as shown in FIG. In this display example, the staff has the first characters of the names arranged in the order of A, B, C..., And the staff names can be displayed in the staff list display field 633 by scrolling. The staff list display field 633 may be displayed in conjunction with the search result display screen.

  The data storage processing unit 5327 stores the contents of FIGS. 20 and 21 in the monitor data memory 443 of the cloud server unit 4. As described above, by enabling temporary storage, it is possible to read the data when desired and to continue the processing, thereby improving operability.

  FIG. 7 is a functional block diagram when the module execution unit 53 of the client terminal 51 executes the assignment module stored in the assignment module memory of the cloud server unit. The assignment module executes a process of associating (assigning) the user terminal that posted the retrieved posted article with the client terminal 51 of the staff of the client unit 5.

  The client terminal 51 in the client unit 5 is assigned to personnel in the business entity. Among them, a staff of a predetermined department, for example, a customer service department, is assigned as a follow-up person for the user. Alternatively, depending on the scale and field of the business entity, a plurality of departments of the business entity or almost all of them may be staffed. Such a staff member is linked to the user terminal 2 of the poster of the article having a high negative polarity described above on the network. In more detail, the business entity including the client unit 5 is monitored by, for example, a staff of the marketing department, and contributes to a contributor of an article corresponding to a depolarization category that is a noticed article among posted articles from a user. It is desirable to assign a staff member such as a customer service department manually or automatically (link) and follow the posted contents so as to solve misunderstandings or switch wrong recognition. In a social network society, a post that detracts from one sign of evidence (mainly highly negative) due to misunderstandings, etc., leads to unintended loss of sales or irreversible loss of credit. There is a fear. Accordingly, it is important as a marketing strategy to find an article based on such misunderstanding as quickly as possible from the screen of FIG. 21 and to quickly follow up.

  That is, the assignment mode screen reading processing unit 5331 designates an assignment module subsequent to the search result screen, or the search result once stored in the monitor data memory 443 of the cloud server unit 4 from the cloud server unit 4 by the assignment module. By reading out, it is displayed like the screen shown in FIG.

  The assignment processing unit 5332 performs processing for associating one of the staff members with an article of interest. Linking is executed by associating one of the staffs in the staff list display field 633 with the display field of the article of interest by the input unit 511. Here, “association process” means that a staff (association person in charge) of the marketing department in the client unit 5 selects one staff member from the staff list display column 633 while browsing FIG. This is a process of setting a combination of the client terminal 51 operated by the staff and the user terminal 2 (mail address) of the user who posted the article. Further, “correspondence completion” means that the posted article and the mail address of the user terminal 2 are linked to the client terminal 51 of the staff and set as a target of case management processing. For example, when the input unit 511 is a mouse, the linking process is performed by pressing the mouse button while the mouse pointer is over the staff field frame on the screen, and moving the mouse pointer as it is, that is, dragging This is done by releasing the mouse button on the display column of the article to be designated in the display window 631, that is, by dropping.

  The assignment processing unit 5332 creates a request mail for performing the association with the client terminal 51 of the staff when the operation for performing the association, for example, the above-described drag and drop operation is completed. The screen is switched to create a required request mail and notify it, that is, send processing.

  FIG. 22 shows an example of an assignment request mail creation screen. In FIG. 22, the screen 6 shows a document input field 641 for inputting a linking request sentence. As an association request sentence, for example, “Would you like to assign [employeename] to this post?”. The address data of the user terminal 2 to be assigned is sent as “this post” as an attachment. Further, a comment input field 642 where a comment can be additionally written as necessary is provided. An operation display area 643 is provided at the lower part of the screen 6, and an OK button indicating a notification instruction and a cancel button for canceling the notification are displayed therein.

  The data storage processing unit 5333 stores the assignment contents in the assignment data memory 445.

  FIG. 8 is a functional block diagram when the module management unit 53 of the client terminal 51 executes the case management module stored in the case management module memory of the cloud server unit. In FIG. 8, the module execution unit 53 executes the downloaded case management module by the CPU of the control unit 51 a, so that a case management mode screen read processing unit 5341, a user handling processing unit 5342, and a follow-up monitoring processing unit 5343 and the data storage processing unit 5344.

  When the case management mode screen reading processing unit 5341 logs in to the cloud server unit 4 and designates a case management module, the case management mode screen readout processing unit 5341 reads out from the cloud server unit 4 with the case management module, as shown in FIG. The list screen including the staff name of each assigned project is displayed in a scrollable manner.

  The user handling processing unit 5342 displays a list of linked emails with assigned users as a history when the user's case is selected on the assigned staff list screen shown in FIG. Then, a reply mail is created or transmitted as necessary, or other processing corresponding to the user can be executed.

  The follow-up monitoring processing unit 5343 monitors the follow-up status in a case where a case of another person other than the self is selected on the assigned staff list screen shown in FIG. , To help grasp progress. By this browsing, it is possible to instruct the staff to change or to prompt follow-up.

  FIG. 23 is a diagram illustrating an example of a case management mode screen. In the display example of FIG. 23, an assigned list window 650 is displayed at the center in the left-right direction of the screen 6. The assigned list window 650 includes an ID number display field 651 to an assigned staff display field 656. The mail history information 658 and 659 is mail history information for follow-up corresponding to the first line of the assigned list window 650. In this case, it can be seen that there are two mails. The mail for follow-up is displayed as mail history information 658 and 659 with a link to the corresponding case, receiving a read instruction. Note that the mail history information 658 and 659 is not limited to the first line, and may be the history information of the case selected by the person who performs case management from those displayed in the assigned list window 650. Here, the person who performs the case management may be a person who is dedicated in advance, or may be a dedicated person in the marketing department, a custom service department, a responsible person, or any staff.

  The ID number display column 651 displays the identification number of the case. The source display column 652 displays the source of the posted article with a unique mark and logo. The user name display column 653 displays the name of the poster. The title display column 654 displays the title of the posted article. The date display field 655 displays the posting date and time. The assigned staff display field 656 displays a staff name associated with the user. Moreover, all the assignment situations can be confirmed by scrolling the display content in a vertical direction by a known method. The staff list window 659 is a list of all staff members. By writing the staff list window 659 together, it is possible to change staffs for cases in question from the history information of each case.

  The data storage processing unit 5344 stores the contents of FIG. 23 in the assignment data memory 445 of the cloud server unit 4.

  FIG. 9 is a functional block diagram when the intelligent mail processing unit 413 executes the intelligent mail module stored in the intelligent mail module memory 436 of the cloud server unit. The intelligent mail module assigns the staff terminal 51 of the staff in the client section 5 to the user terminal 2 that has posted the noticed posted article, which is searched by the processing of the monitor module. Whether or not a response mail for the transmission of the request mail by 5332 has been received is confirmed, and if there is no response, a process of re-notifying is performed. More specifically, the assignment processing unit 5332 sends an initial request mail for a linking request to the personal computer (PC) of the linking scheduled staff. The staff handling the personal computer (PC) that is the transmission destination of the first request mail promptly logs in, for example, the personal computer (PC) of the staff to the cloud server unit 4 or is logged in. When response processing such as opening and accepting a request is performed, the data storage processing unit 5333 sends it to the assignment data memory 445 of the cloud server unit 4 to perform processing that is not subject to intelligent mail, and this processing ends. To do. On the other hand, when there is no response to the first request mail, the intelligent mail module is activated.

  The intelligent mail processing unit 413 functions as a notification management unit 4131, a re-notification processing unit 4132, a final notification processing unit 4133, and a timer 4134 by executing the program of the intelligent mail module memory 436.

  The notification management unit 4131 does not shift to the intelligent mail process when there is a response mail in real time for the first request mail, and performs the process of starting the intelligent mail module as a monitoring target in other cases. In addition, the notification management unit 4131 determines that there is a response when it receives a response mail from the personal computer (PC) of the staff who is the transmission destination regardless of whether or not the association request mail is accepted. Process. The reply mail reply operation is performed in a state where the client terminal 51 of the responding person is logged in to the cloud server unit 4, and the reply destination is the client terminal 51 of the marketing department staff who sent the first request mail. If it is. The intelligent mail processing unit 413 monitors the response mail reply. Note that the information about the association request mail and the prospective requester is stored as association request information in the assignment data memory 445, for example, and the confirmation (or cancellation) processing is performed when the association result is confirmed. .

  As will be described later, the intelligent mail notification schedule memory 446 stores a transmission schedule of request mails when repeatedly executing (transmitting) a request mail for linking. The transmission interval of the request mail transmission schedule is gradually extended. For example, it takes 1 hour from the transmission of the first request mail to the transmission of the second request mail, 3 hours from the transmission of the second request mail to the transmission of the third request mail, and 4 from the transmission of the third request mail. The second request email is sent in half a day, the fourth request email is sent until the fifth request email is sent in two days, and the fifth request email is sent in one week after the sixth request email is sent. is there. If there is an organization head or responsible person in the target staff, a final notice mail is transmitted to the personal computer (PC) of the member head or responsible person one week later. Thus, by gradually extending the mail transmission interval, the number of mails can be reduced as a whole while responding to urgency. For example, if the same request mail is transmitted at a cycle of 1 hour, which is the same interval as the second time, assuming that there is no week, in the present embodiment, it is 6 times, but in the case of every hour, 168 (= 24 X7) It is difficult to suppress the risk of accidental deletion when there is an excessive amount of traffic and important mail is buried between them.

  Note that the notification manager 4131 may change the mail text in the first and subsequent request mails. For example, according to the number of times of transmission, the character form, for example, the size and the color may be changed so as to enhance the stimulus and the visibility. In particular, the transmission history information may be added to the request mail to the final affiliation manager or the person in charge.

  The request mail transmission schedule is not limited to one type, and it is preferable that a plurality of types are prepared so as to be selectable depending on the situation on the staff side, the situation on the user side, and the content of the article. For example, in the case of a staff member, the current number of linked cases is considered, and if the number of cases is large, the schedule of the request mail is relatively extended. In the case of a user, if the user is a celebrity, a person with a large number of posts, or a person with a high degree of influence, the schedule is relatively shortened. In the case of an article content, if it is urgent or critical, for example, if there are terms in the article, such as time, urgency such as “rapid” or “serious”, or terms that suggest seriousness, The request mail schedule is relatively shortened. The relative shortening direction is, for example, less than 1 time, for example, about 1/2 of the interval in the above example, or the final notification mail is performed earlier. On the other hand, the relative extension directions are over 1 time, for example, about 2 times, or the final notification mail is sent at a later number of times. Moreover, it is good also as an aspect from which the extension rate and the shortening rate differ from the middle, for example with respect to the request mail after the 2nd time. Which schedule is used may be set by the linking manager who issued the first request mail, or the notification management unit 4131 determines each of the above-mentioned staff, user, and article contents. Alternatively, an automatic setting may be made from among a plurality.

  The re-notification processing unit 4132 executes the transmission process of the request mail for the second transition when the response mail is not replied to the first request mail. The final notification processing unit 4133 executes a transmission process of the final request mail when the response mail is not replied to a plurality of request mails and the final mail is returned.

  The timer 4134 is for detecting the transmission date and time for the second time and thereafter. That is, the re-notification processing unit 4132 determines whether or not the second and subsequent request mail transmission times have been reached from the timekeeping information of the timer 4134, the time of the first request mail and the contents of the intelligent mail notification schedule, If applicable, transmission processing is executed. The final notification processing unit 4133 determines whether it is the transmission time of the final request mail from the timekeeping information of the timer 4134, the time of the first (or last one) request mail, and the contents of the intelligent mail notification schedule. If applicable, transmission processing is executed. For example, when the transmission of the first request mail is today at 9:30 AM, when the time reaches 10:30 AM after 1 hour has passed, the re-notification processing unit 4132 displays the second transmission time. And the second request mail transmission process is executed.

  10 to 15 are flowcharts for explaining an embodiment of the procedure of each module read from the cloud server unit 4 and executed by the control unit (CPU) of the client terminal 51.

  FIG. 10 is a flowchart for explaining an embodiment of the posting process. In FIG. 10, first, when there is a login request from the client terminal 51 to the cloud server unit 4 and login is permitted through a predetermined authentication process, an initial screen (FIG. 18) is displayed. When the button is pressed, the posting mode screen shown in FIG. 19 is displayed on the display surface of the client terminal 51 (step S1).

  Next, on the posting mode screen, it is determined whether or not it is an SNS selection instruction, whether or not to create a posted manuscript, or a posting instruction (step S3). In general, first, an SNS selection instruction and creation of a posted manuscript are performed. If it is an SNS selection instruction, the selected SNS is set as a posting destination (social login) (step S5). On the other hand, if the creation of a posted article is executed, a posted article creation process is executed (step S7). Further, if the SNS is selected (or may remain the de facto) and the posted article is created, the presence / absence of a posting instruction is determined. If it is a posting instruction, a posting process is executed (step S9). Posts may be new promotions or advertisements by the client's business entity. Next, the posted article and the posting destination (SNS) are stored in the data area in the client unit of the cloud server unit 4 (step S11).

  FIG. 11 is a flowchart for explaining an embodiment of the procedure of the monitor process. In FIG. 11, first, when there is a login request from the client terminal 51 to the cloud server unit 4 and login is permitted through a predetermined authentication process, an initial screen (FIG. 18) is displayed. When the button is pressed, a monitor mode screen for inputting search conditions shown in FIG. 20 is displayed on the display surface of the client terminal 51 (step S21).

  Next, on this monitor mode screen, it is determined whether or not it is an SNS selection instruction or a keyword input operation (step S23). If it is an SNS selection instruction, the instructed SNS is selected and set as a monitoring target (step S25). If it is a keyword input operation, a keyword is input to the keyword input field 621 (step S27).

  Subsequently, the presence / absence of a search instruction is determined (step S29), and when the OK button 626 is pressed, a search process is executed (step S31). If there is no search instruction, for example, this flow is exited after a certain period of time or after a cancel operation (not shown). The search process searches for and extracts posted articles including keywords within the range of the selected SNS. Then, the analysis processing described above is performed on each of the extracted posted articles (step S33). Next, it is determined whether or not further narrowing has been performed on the extracted posted article (step S35). If narrowing has been performed, a narrowing process is performed (step S37), otherwise. Skip to step S39. Note that the narrowing down may be performed before step S31 (for example, at the time of keyword setting in step S27). In step S39, the extracted posted articles are displayed on the screen 6 in a predetermined direction in time series, here in the vertical direction as shown in FIG.

  Subsequently, it is determined whether or not there is a change instruction for the aggressiveness display column 6323 and the depolarization display column 6324 (step S41). If there is an instruction to change at least one of the aggressiveness display column 6323 and the depolarization display column 6324, for example, the display state is reversed, from “applicable” to “not applicable”, “neutral”, or vice versa. Are alternately changed (step S43). Here, it is possible to instruct to change whether the “star” mark is on or off, and whether the “!” Mark is on or off. For example, if the “star” mark in the on (chromatic) state is turned off (achromatic) and the “!” Mark in the off state is turned on, the posted article will change from “positive” to “negative” Will be changed. If there is no change instruction, step S43 is skipped.

  In the case of the change process, when the monitor mode is temporarily ended and the data is reflected in the analysis data memory 444 of the cloud server unit 4, as described above, the post article is a case by the information processing unit 411. And a recalculation of the term scores in the term score database is performed. As a result, each time a case is added, the term score database is updated in the cloud server unit 4 and the analysis accuracy can be improved.

  Subsequently, it is determined whether or not an assignment module selection has been instructed (step S45). If not instructed, this flow is exited. If instructed, the process proceeds to assignment module processing (step S47).

  FIG. 12 is a flowchart illustrating an example of the procedure of assignment processing. First, a screen for associating with the staff is displayed, and then it is determined whether or not there is an association setting operation (step S51). If there is an association setting operation, association processing, that is, transmission of a request mail is first executed (step S53), and that fact is stored in the assignment data memory 445 of the cloud server unit 4 (step S55). In step S51, when a response mail for the request mail is received during the assignment module process, the link setting process (acceptance / non-acceptance) is performed. 4 is stored in the assignment data memory 445 (step S55). If a response mail is not received during the linking process, it is targeted for intelligent mail processing. If there is no acceptance, other staff may be set as appropriate.

  FIG. 13 is a flowchart for explaining an embodiment of the procedure of the case management process. The case management process is a process for confirming the follow-up of the staff to the user. When the case management process is selected after the login, the screen shown in FIG. 23 is displayed (step S61). Next, it is determined whether a desired item has been selected from the assigned list window 650 (step S63). Here, if your case is selected on the linked staff list screen shown in FIG. 23, a list of linked emails with linked users is displayed as a history. Then, a reply mail is created or transmitted as necessary, or other processing corresponding to the user is executed (step S65). On the other hand, if a project of someone other than yourself is selected, the follow-up status will be monitored in a supervisory manner, and the staff will be changed and instructions for prompting follow-up will be given to assist in grasping the progress. (Step S67).

  Next, when the end (step S69) is instructed (or includes a transition from the case management process to another process), the present flow is ended. Otherwise, the process returns to step S63.

  FIG. 14 is a flowchart illustrating an example of a procedure of the user-corresponding mail process I executed by designating a transmission destination in the posting process. This process shows one aspect of step S65. User correspondence mail processing I using the history contents of the client data memory 442 is executed.

  First, a case management module is selected from the cloud server unit 4, and a follow-up target user is designated among the linked users (step S71). Next, a mail screen for the follow-up target user is displayed (step S73). On this screen, a text input process according to a character input operation or the like for user correspondence (follow-up) by the staff is executed, a transmission instruction is received, and a transmission process is executed (step S75). Then, the input user correspondence text and the transmission history thereof are updated and stored in the assignment data memory 445 corresponding to the staff (step S77).

  FIG. 15 is a flowchart illustrating an example of a procedure of the user correspondence mail process II executed in the posting process. The follow-up process II is a process performed after the first user response mail is transmitted to the user to whom the staff is assigned. More specifically, this flow is started when the staff client terminal 51 logs in to the cloud server unit 4 and opens the staff's received mail history (see FIG. 23). Then, there is a received mail from the assigned user, and opening the mail displays the mail from the user on the screen (step S81). Next, it is determined whether or not it is a follow process, that is, a re-response (step S83). On the other hand, if it is a follow process, it will switch to transmission mode, a text will be input according to the input operation of a follow sentence, and it will reply to the said user by a transmission instruction | indication (step S85). The input user text and its reply are stored as a history in the assignment data memory 445 corresponding to the staff (step S87).

  FIG. 16 is a flowchart illustrating an example of processing performed by the intelligent mail processing unit 413 when a response mail with respect to the association request mail is received.

  First, after the first request mail for linking is transmitted to the staff scheduled to be linked, it is determined whether or not there is a response mail from this staff (unanswered staff) (step S91). If it is not a response mail from an unanswered staff, this flow is exited. On the other hand, if it is a response mail from an unanswered staff, an assignment process is executed (step S93). The assignment process includes both accepting the request mail and refusing it. This is because in either case, a result can be obtained for the assignment request mail. Next, intelligent mail exclusion processing is executed (step S95), that is, by deleting it from the assignment data memory 445, it is excluded from intelligent mail processing for the case.

  FIG. 17 is a flowchart showing an example of an intelligent mail processing procedure executed by the intelligent mail processing unit 413. This process is performed for all the staff members who have not returned a response mail in response to the assignment request mail. However, in the following description, one staff member will be described as the target person for convenience.

  First, the timer 4134 performs time measurement processing in a reference time, for example, in units of 1 second (or 1 minute, etc.) (step S101), and the current time is repeatedly re-notified for the target staff. A determination is made as to whether or not the timing is met (step S103). That is, whether or not it is the next repeated re-notification timing set for the staff is determined by comparing the staff schedule in the intelligent mail notification schedule memory 446 with the time information of the timer 4134. If it is not the timing for repeated re-notification, the process exits this flow and proceeds to the determination at the next timing.

  On the other hand, if it is the re-notification timing, it is determined from the schedule whether it is the final notification timing (step S105). If it is not the final notification, the re-notification process is executed in response to the re-notification instruction of the request mail (step S107), and the current re-notification process is stored in the intelligent mail notification schedule memory 446 as a history (step S109). ), Exit this flow. On the other hand, if it is a final notification, it is determined whether or not there is an administrator, that is, whether or not an administrator is set (step S111). If it is set, a final notification is sent to the client terminal 51 of the administrator. Performed (step S113). Then, after the final notification process, the history is stored in the intelligent mail notification schedule memory 446 (step S109). On the other hand, when the administrator is not set, the final notification is not performed. If the administrator is not set, the last re-notification mail (last re-notification mail) can be easily recognized visually, for example, by changing the display form such as color and character size. It may be sent and alerted.

  In addition, the following aspects are employable for this invention.

(1) The staff to be linked may be selected as follows. For example, the attribute information associated with each staff includes the status of congestion (number of follow-ups), the difference from the complaints ’attributes (age, gender, etc.) It is also possible to include compatibility such as (degree of influence) and the like so that browsing can be performed, and the association with the user is selected or automatically selected with reference to these compatibility. In addition, considering the user attributes (age, gender, etc.), complaint content (seriousness, emergency response), etc., the staff may be selected in consideration of the suitability of the field, number of experiences, etc. .

(2) In the present embodiment, the client terminal of one of a plurality of staff members who are customer personnel is associated with the user terminal of the user who is the poster of the searched article. It is not limited to this. For example, a meaningful article that can be helpful for each staff member may be linked to a client terminal of any one of a plurality of staff members who are customer staff members. According to this, when it is desired to notify the meaningful article including the other staff, the distributed staff can deliver the article to the other staff, so that the meaningful article can be thoroughly known. is there.

(3) In the present embodiment, the request mail for associating with the user terminal of the user who is the article contributor is transmitted to the client terminal of one of the plurality of staff who is the customer staff. The present invention is not limited to such an embodiment, and includes the following embodiments. That is, in this service support server device (system), when one of the two who can log in and uses a predetermined service and is able to communicate information is logged out, it is received from the other. It is an effective notification.

(4) Further, in the present invention, when the other party is absent (no login) in the chat, the mail transmission process of the repeated notification may be executed.

(5) For example, it is possible to automatically select which recurring notification schedule should be adopted by taking into account time elements such as morning, afternoon, date and day of the week (monitored by the timer 4134). . In addition, in an aspect in which the age, sex, career, work congestion, and other attribute information of the transmission partner (staff etc. in this embodiment) are known or can be known in advance, these attribute information is utilized. Thus, it may be automatically selected which of the repeated notification schedules is adopted.

1 Internet (network)
2 User terminal 3 SNS server part 4 Cloud server part 43 Module memory part (memory part)
414 Communication control unit (communication unit)
433 Monitor module memory 434 Assign module memory 5 Client unit 51 Client terminal (information processing apparatus)
5332 Assignment Processing Unit 512 Display Unit 6 Screen

Claims (14)

In a service support server device for supporting an association between an article posted from a plurality of user terminals connected to one or a plurality of social networks and an information processing device on the network,
A memory unit that stores in advance a plurality of modules that are downloaded to the information processing apparatus and executed;
A communication unit that receives a request from the information processing device and downloads a module according to the request from the memory unit to the information processing device;
The memory unit is
A search module for executing the article search process;
The searched article is displayed in the first display area of the display unit of the information processing apparatus, and each piece of information of a plurality of staff registered in advance as linking personnel is displayed on the second display unit of the information processing apparatus. An assignment instruction for associating one of the staff information in the second display area and one of the articles in the first display area is received in the state displayed in the display area, A service support server device, wherein an assignment module for associating an article to be associated is stored in a communication terminal assigned to a staff member. 2. The assignment module according to claim 1, wherein the assignment module receives the assignment instruction, and associates a user terminal that has posted the article to be associated with the communication terminal assigned to the staff to be associated. Service support server device. The search module includes an analysis module that performs an analysis related to the importance level for the searched article and sets an identification mark according to the importance level,
The service support server apparatus according to claim 1, wherein the assignment module displays an identification mark set by the analysis in association with the article. The service support server apparatus according to claim 3, wherein the analysis module includes an importance level changing module that receives an operation from the information processing apparatus and changes the importance level. The service support server apparatus according to claim 4, wherein the analysis module feeds back a change result when the importance is changed by the importance change module. The analysis module includes an influence degree determination module that determines an influence degree with respect to any one of the user terminal and the article, and the assignment module displays a mark indicating a high degree of influence corresponding to the article. The service support server device according to any one of claims 1 to 5, wherein The service support server apparatus according to claim 1, wherein the assignment module includes attribute information of the staff in the information of the staff displayed in the second display area. 8. The assignment module according to claim 1, wherein when a source icon of a social network to be searched is selectively designated, only the posted articles from the designated social network are displayed. Service support server device. In an information processing apparatus that uses search results for articles posted from a plurality of user terminals connected to one or more social networks,
A display for displaying an image;
On the screen, the result of searching for the article is displayed in the first display area, and each information of a plurality of staff registered in advance as linking personnel is displayed in the second display area. An assignment instruction unit for giving an instruction for associating one of the staff information in the two display areas with one of the articles in the first display area;
An information processing apparatus comprising: an assignment setting unit that receives the instruction and associates an article to be associated with a communication terminal assigned to a staff member to be associated. 10. The information processing according to claim 9, wherein the assignment setting unit receives the instruction and associates a user terminal that has posted the article to be associated with the communication terminal assigned to the staff to be associated. apparatus. The network is connected to a service support server device that is connected to the one or more social networks and has a memory unit that stores modules for executing the assignment instruction unit and the assignment setting unit. The information processing apparatus according to claim 9 or 10, wherein each of the modules read from the memory unit of the service support server apparatus is downloaded in response to an instruction request. In an information processing method by an information processing apparatus that uses a search result for an article posted from a plurality of user terminals connected to one or a plurality of social networks,
On the screen of the display unit, the result of searching for the article is displayed in the first display area, and information on a plurality of staff registered in advance as linking personnel is displayed in the second display area. An assignment instruction step for giving an assignment instruction for associating any staff information in the second display area with any article in the first display area;
An information processing method comprising: an assignment setting step of accepting the assignment instruction and associating the article to be associated with the communication terminal assigned to the staff to be associated. The assignment setting step receives the assignment instruction, and associates a user terminal that has posted the article to be associated with the communication terminal assigned to the staff to be associated with the association. Information processing method. The information processing apparatus is connected to a service support server apparatus connected to the one or a plurality of social networks and having a memory unit for storing modules for executing the steps, via the network, and the assignment instruction 14. The information processing method according to claim 12, further comprising a step of downloading each module read from the memory unit of the service support server device in response to the request.